Manager I, Customer Support/Ops

LexisNexis, a division of the global publishing company Reed Elsevier Plc, (FTSE 100), is a leader in professional publishing and a pioneering solutions provider. We are looking for a Customer Success Manager to actively support new business customers within the Legal, Corporate, Government, Academic and any adjacent markets that can be identified with a need for the solutions provided by LexisNexis across Europe and Africa.

Customer Success Manager Responsibilities:

• Owning the client transition from the sales process to successfully launching as an active client offering LexisNexis services
• Owning the account management and ongoing client relationship to deliver outstanding customer service, drive renewals, client growth and retention
• Manage customer experience and partner with Account Director (AD) to ensure value delivery of our Solutions
• Build strong relationship with Account Directors (AD), partner with them on prioritized accounts and build a custom action plan to drive overall customer adoption, enhance customer success, and mitigate customer churn risk
• Maintain healthy customer engagement levels by analyzing engagement metrics in order to identify customers in need of product education through account level onboarding, implementations and product utilization and engagement and/or consultation and drive best practice usage of the Learning Center
• Collaborate closely with the sales, marketing, user engagement and coaching delivery teams on client deliverables, custom requests, ongoing and ad hoc reporting and analysis and managing timeline/successful roll out of initiatives and campaigns
• Scope and project manage client strategic objectives and key programs
• Manage quarterly business review (QBR) process and all related data retrieval, review, analysis and client reporting.
• Deliver meaningful customer meetings, including Success Planning, Success Review and/or Value Review for Talent solutions
• Act as a trusted advisor to customers to drive product adoption and ensure they leverage the solution to achieve agreed on operational priorities, leading to full realization of business value
• Contribute to the continued evolution of our growing business and of the Customer Success Team
• Maintain deep knowledge of our products and insights to serve as a thought leader and demonstrate best practices to users and champions to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
• Interpret customer insights through research and industry knowledge to drive change in product and act as the voice of customer to Product Marketing Managers / Product team. Lead customer engagements with insights through customer research, industry-specific trends and story telling.
• Utilize methodology and internal tools to ensure all strategic accounts are being outreached timely and the relationship is properly managed with customers

Requirements:

• Fluency in English and French; additional languages highly desirable
• Bachelor’s degree or equivalent
• 4+ years of B2B client facing customer service, client relations and/or account management experience
• Strong client specific and aggregate data reporting and analysis skills
• Experience with modern cloud based workforce systems and tools including Google Workspace and Slack as well as CRM systems like Hubspot/Salesforce
• Ability to thrive in a fast paced and deadline driven environment
• Strong written and verbal communication skills
• Strong prioritization, organization and project management skills
• Ability to travel as necessary
• Genuine interest in the mission of LexisNexis and in being a part of something bigger than any one person or business group

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