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Customer Support Liaison Lead

Customer Services - Support & Training
LEX00KR7 Requisition #

Customer Support Liaison Lead


This position exists to ensure that Customer Support is represented in the development of new technology, products, tools and services, and to pursue the appropriate support paradigm for alliances, partnerships and subsidiaries and other business initiatives pursued by LexisNexis. The incumbent interacts with other business entities and leads projects that support the organization's strategic and KPI goals. The incumbent also assists the leader of the Customer Support Liaison team in the day to day development and supervision of team performance, and annual performance reviews.  



1. Functions as an expert resource supporting company product and content strategy by demonstrating strong proficiency, comprehensive, and specialized knowledge in assigned areas of concentration 

2. Serves as the primary contact for assigned cross-functional teams and projects and promotes mutually supported relationships for team members and stakeholders

3. Participates in information gathering sessions to identify key stakeholders and conduct impact analysis of business changes

4. Establishes the required tactical and strategic action plans to integrate business changes within the support organization

5. Develops and executes change based communication plans to ensure knowledge transfer and proper messaging to impacted staff and key stakeholders

6. Functions as an expert resource for analyzing and resolving complex support related issues 

7. Functions as an expert resource supporting programs, processes and tools that drive organizational effectiveness through improved knowledge sharing

8. Leverages quality indicator metrics, such as QA scores, CSAT and NPS feedback to identify root cause quality impacts, and establishes corresponding mitigation plans

9. Monitors the processes and output of training, content and quality functions (onshore and offshore) to ensure optimized results that support defined goals 

10. Responsible for end-to-end management of customer complaint investigation

11. Assists with the day-to-day development and supervision of the Customer Support Liaison team members, including participation with: Workforce planning, career interests; development interests; skills assessment etc., Annual performance reviews, Ongoing development plan reviews, Resource allocation decisions, Day-to-day schedule considerations, Individual coaching needs


1. Bachelor's degree; or equivalent experience. 

2. Strong process, technical and analytical skills

3. Familiar with process methodologies such as Lean, Six Sigma, and Agile

4. Ability to achieve an in-depth level of knowledge of all LN products and processes within an assigned area of concentration

5. Ability to deliver results within defined timeline

6. Ability to cultivate effective, collaborative working relationships with diverse work groups

7. Strong verbal, written and presentation skills required 

8. Ability to influence others and drive meaningful change results

9. Ability to work independently as well as part of a team

10.Ability to assess performance against standards and develop/implement change plans when necessary

11. Ability to foster strong teams that deliver successful outcomes

12. Ability to work nontraditional hours to support a global organization 

13. Ability to travel, both domestic and international

LexisNexis Legal & Professional (www.lexisnexis.com) is a leading global provider of content and technology solutions that enable professionals in legal, corporate, tax, government, academic and non-profit organizations to make informed decisions and achieve better business outcomes. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis� and Nexis� services. Today, LexisNexis Legal & Professional harnesses leading-edge technology and world-class content, to help professionals work in faster, easier and more effective ways. Through close collaboration with its customers, the company ensures organizations can leverage its solutions to reduce risk, improve productivity, increase profitability and grow their business. Part of RELX Group plc, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide. LexisNexis, a division of RELX Group, 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.


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