Customer Success Manager
Salary undisclosed
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This job is with LexisNexis Legal & Professional, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
About The Job
The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers
Responsibilities
Design and develop end-to end customer journey and success program
Specialized / Technical
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.
We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.
About LexisNexis Legal
We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.
Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way 21st century legal content is produced, disseminated, and utilised. You have the power to empower those in need and truly make a difference to the lives of people all around the world.
Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:
LexisNexis Careers | Legal & Professional | Legal Tech Jobs
www.relx.com/careers/join-us
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy.
About The Job
The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers
Responsibilities
Design and develop end-to end customer journey and success program
- Define customers segments based on set criteria indicating customer importance, growth potential
- Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
- Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
- Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
- Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
- Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention
- Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN's product, solution and content
- Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
- Develop strategy and lead
- Designs training classes and training materials and prepares documentation
- Conducts sales training needs assessments and analyzes employee training needs to determine requirements for new program development
- Success to be measured by customers' usage by segments, customers' satisfaction for training, regular training sessions for key customers
- Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
- Develop and run programs for customer value-add and drive loyalty and brand awareness
- Drive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Specialized / Technical
- Bachelor's Degree - preferably with legal qualification and/or knowledge
- Understanding of SEA's legal market and legal persona
- 4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processes
- Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes
- Independent ownership of work streams/projects and deliverables is a pre-requisite
- Excellent leadership/communication, influencing and interpersonal skills
- Experience in customer engagement, strong probing skills to understand customers' pain points
- Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools.
- A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators.
- A strong ability to collaborate internally with people across sales and corporate responsibilities.
- A passion for commercial processes and systems that are effective and run efficiently
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.
We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.
About LexisNexis Legal
We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.
Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way 21st century legal content is produced, disseminated, and utilised. You have the power to empower those in need and truly make a difference to the lives of people all around the world.
Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:
LexisNexis Careers | Legal & Professional | Legal Tech Jobs
www.relx.com/careers/join-us
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy.
This job is with LexisNexis Legal & Professional®, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
About The Job
The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers
Responsibilities
Design and develop end-to end customer journey and success program
Specialized / Technical
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.
We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.
About LexisNexis Legal
We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.
Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way 21st century legal content is produced, disseminated, and utilised. You have the power to empower those in need and truly make a difference to the lives of people all around the world.
Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:
LexisNexis Careers | Legal & Professional | Legal Tech Jobs
www.relx.com/careers/join-us
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy.
About The Job
The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers
Responsibilities
Design and develop end-to end customer journey and success program
- Define customers segments based on set criteria indicating customer importance, growth potential
- Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
- Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
- Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
- Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
- Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention
- Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN's product, solution and content
- Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
- Develop strategy and lead
- Designs training classes and training materials and prepares documentation
- Conducts sales training needs assessments and analyzes employee training needs to determine requirements for new program development
- Success to be measured by customers' usage by segments, customers' satisfaction for training, regular training sessions for key customers
- Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
- Develop and run programs for customer value-add and drive loyalty and brand awareness
- Drive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Specialized / Technical
- Bachelor's Degree - preferably with legal qualification and/or knowledge
- Understanding of SEA's legal market and legal persona
- 4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processes
- Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes
- Independent ownership of work streams/projects and deliverables is a pre-requisite
- Excellent leadership/communication, influencing and interpersonal skills
- Experience in customer engagement, strong probing skills to understand customers' pain points
- Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools.
- A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators.
- A strong ability to collaborate internally with people across sales and corporate responsibilities.
- A passion for commercial processes and systems that are effective and run efficiently
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.
We want RELX to be a great place to work, where our employees feel valued, have equal opportunities and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences and ideas to achieve real innovation for our customers around the world.
About LexisNexis Legal
We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.
Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way 21st century legal content is produced, disseminated, and utilised. You have the power to empower those in need and truly make a difference to the lives of people all around the world.
Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:
LexisNexis Careers | Legal & Professional | Legal Tech Jobs
www.relx.com/careers/join-us
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy.
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