Job title: Partnerships Support Representative
Company: RELX
Job description: Accountabilities:
- To provide ICIS customers, partners and account managers with a high level of customer services responding to all enquires received via inbound telephone calls, live chat and email.
- To provide first level contact and convey resolutions to ICIS partner-related issues
- Manage and Handle both inbound telephone calls and emails for the ICIS Partner queue both on technical aspect and product inquiries while managing high level of customer care
- Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools, analytics tools which enable our customers to identify and react to opportunities in markets
- Manage Exchange partner billing processes, including the collection of overdue royalty statements from Exchange partners
- Liaise with the relevant Account Manager for any urgent partner-related customer enquiries
- Co-ordinate all partner renewal processes in a timely manner, including liaison with the appropriate Partner Account Manager
- Manage Integration and Exchange partner user changes
- Upload Partner enablement reports to Highspot, Sharepoint or other appropriate location for sales and other internal use
- Undertake Partner entitlement audit program, with supervision from ICIS Partnerships team, in conjunction with relevant ICIS Account Managers
- Maintain Partner catalogue on Highspot / Salesforce, showing latest position of available products with each Partner
- Update the Partner Set Up Form (on Highspot) as and when product or partner information changes are required
- Manage complimentary subscription renewals for small number of editorial
- Work alongside colleagues in the Americas and EMEA/APAC Client Services teams
- Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed
- Update customer data and produce activity reports through Sales Force, ensuring proper recording, documentation and closure
- Follow up with customers, provide feedback and see problems through to resolution
- Recommended workflow modifications or improvement as deemed necessary to improve processes
- Skilled at translating client contracts and entering them into various internal systems, particularly high value and complex deals
- Proactively manage, develop, and sustain effective working relationships with sales leaders and senior internal stakeholders
- Consistently meet your KPIs and continuously find ways to drive efficiencies within the sales process
- Document and share best practices, particularly with complex, nuanced client contracts
- Cultivate and maintain relationships with key cross-functional partners/back-office teams
Qualifications:
- Bachelor’s degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
- At least 1 year of relevant experience – stakeholder management, b2b experience, customer service
- Good communication skills, confident, inquisitive
- Experience dealing with various stakeholders in a global perspective
- Experience in voice (outbound) / non-voice set-up
- Customer On-boarding / Education
- Basic skills in using and navigating through different show websites
- Basic skills in using Microsoft Office applications
- Basic skills in using and navigating Salesforce
- Basic skills in using telephonic system
- Exhibits core competencies based on CS function
- Skilled in written and spoken communication
- Account Management
- Stakeholder Management
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Expected salary:
Location: Manila City, Metro Manila
Job date: Thu, 12 Jun 2025 05:39:47 GMT
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