Customer Success Executive - Lexology Engage

at  Law Business Research

SKILLS, KNOWLEDGE AND EXPERTISE

• Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
• Self-motivated and driven
• Problem solving
• Excellent attention to detail and ability to plan and prioritise workload
• Highly organised and adaptable to emerging priorities
• Interested in learning - curious, and comfortable asking questions,
• Empathetic, able to connect with customers in a genuine way,
• A solid teammate - able to work with out supervision or collaborate as appropriate

THE ROLE

Lexology is the number one platform for global legal intelligence built on insights, forward-looking analysis, and expert guidance from the world’s leading law firms. Lexology Engage is designed to help contributing organisations unlock new opportunities with our highly engaged audience.
We are looking to hire a Customer Success Executive – Lexology Engage to join our Market Intelligence Go To Market division. This role will be part of a dedicated drive for greater Customer Satisfaction and Engagement from our Lexology Index and Intelligence client base.

The key drives for the role are:

• Work within our established Customer Success team with a focus of onboarding and training our subscribers to Lexology Index and Intelligence
• To develop customer relationships that promote retention, improving customer lifetime value and reducing churn. You will develop a good understanding of our client’s business, overarching strategy, and objectives and use this knowledge to drive adoption and demonstrate value.
• As a product expert - you will directly interact with clients collaborating with colleagues in Sales, Research and Product to proactively drive the customers’ engagement with our products.
• This role is key to our mission to put customers and their experience with our services at the heart of our business drives revenue growth.
• Strong Customer Success has a direct impact on retention rates and renewals, and you will be working with our Account Managers and Business Development Teams to improve our renewal rates by volume and value.

KEY RESPONSIBILITIES

• Onboard new clients and gain an understanding of each customer’s business objectives and expectations of the product.
• Be a product expert – delivering memorable training sessions to clients and demo assistance to the sales and account management team
• Achievement of all identified customer touch points
• A point of contact for inbound client queries.
• Manage the delivery of client usage reporting and review metrics to understand the health of your accounts and provide relevant support
• Support the sales and account management team throughout the renewal cycles of systems.
• Update the CRM ensuring the information is accurate and reliable.
• Working to ensure that the subscription is fulfilled as booked
• Lead conversations with the clients to understand the requirements to fulfil booking.
• Ensure the customer experience is positive and product improvements are captured and shared with team.
• Develop strong relationships with existing clients and key contacts. Share intelligence with key internal stakeholders