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Customer Services - Support & Training
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Risk Solutions
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LNR007CM Requisition #
Customer Success Manager

LexisNexis Risk Solutions is a leader in providing essential information that helps customers across industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced analytics, Risk Solutions provides products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of the RELX Group, a global provider of information and analytics for professional and business customers across industries.

This role requires a project manager, with strong customer-facing experience of managing & delivering complex projects, involving multiple stakeholders, to achieve customer outcomes. Experience in financial crime compliance, fraud & identity verification or customer data management is essential to establish credibility within the market. 

Main Responsibilities:
  • Responsible for management and successful execution of Customer implementations for assigned clients. 
  • Develop and maintain positive client relationships at the appropriate levels.  
  • Grow and expand these relationships as represented by significant revenue growth per year.  
  • Primary responsibility for customer satisfaction with project implementations.  
  • Identify gaps and recommendations for performance improvement on behalf of the client.  
  • Provide direct client support. 
  • Responsible for day to day client services of multiple accounts, removing roadblocks, directing client questions to the appropriate parties, managing conflicting priorities amongst customers, and coordinating internal priorities.
  • Responsible for all aspects of client deliveries from gathering requirements through specification, managing the development, ensuring the delivery has been effectively tested, communications with the client throughout the delivery and planning and ensuring the release to live is successful. 
  • Throughout that process and during the whole client relationship, removing roadblocks, directing client questions to the appropriate parties, managing conflicting priorities amongst customers, and coordinating release management. 
  • Direct responsibility for operations and technical aspects of account management.
  • Develop and maintain positive client relationships at the appropriate levels. Assist in growing and expanding these relationships bringing in LN resources as appropriate to build those relationships. 
  • Position both client and LN for strategic growth.  
  • Ultimately responsible for customer satisfaction. 
  • Identify gaps and recommendations for LN performance improvement on behalf of the client.
  • Lead in strategy planning and the continuous improvement of development and project processes.  
  • Assist commercial management team with contract review and negotiation and SLA management. 
  • Advise and consult with senior management and business unit leaders on the appropriate use of technology to drive business success. 
  • Proactively look for and drive process improvement and quality improvement opportunities throughout LexisNexis.
Security/Training Responsibilities:
  • To comply with the Company’s information security and data protection policies and the Company’s Integrated Management System (IMS) at all times
  • To follow all instructions as laid out within the IMS and local instructions offered by management
  • To study and be aware of relevant controls and instructions as highlighted within the IMS
  • To agree to utilise and manage all assets as stipulated
  • To report security and data protection events, incidents, or concerns via the standard reporting procedures as set out in the IMS
  • To partake in on-going security and data protection competence tests as required
  • To maintain at all times the confidentiality of all the company’s privileged data and secrets, and not to divulge the same
Financial Conduct Authority (FCA) Compliance
  • To comply with the Company’s FCA policies and processes
  • Attend FCA training provided by the Company, to gain awareness and understanding of the FCA principles of business at www.handbook.fca.org.uk/handbook/PRIN/2/1.html
  • Perform day-to-day activities in accordance with the requirements and spirit of the FCA principles of business
Qualifications and Experience:

Essential – 
  • Educated to degree level
  • Project management qualification
  • Experience of strategic planning, development, implementation & maintenance of large-scale integrated web-based systems
  • Strong analytical & organisational skills
  • Demonstrate excellent work ethic and drive to succeed
  • Self-motivated with ability to work well within a team whilst understanding how important individual performance is.
  • Ability to communicate effectively with both colleagues and clients
  • Ability to remain calm under pressure
  • Excellent client service skills
  • Customer-first mindset, and the ability to deliver results on time
Desirable – 
  • 5+ years of working in a B2B IT-oriented environment with high value corporate clients
  • IT technical knowledge & process disciplines
  • Experience of working alongside and as part of a sales team
  • Ability to make decisions and work using own initiative
LexisNexis Risk Solutions, and RELX Group, are committed to being an equal opportunities employer. RELX group employs over 30000 people across 46 countries, serving 180 countries across the world and as a truly global organisation, we value people of all cultures, nationalities, races, religions, ethnicities, regardless of characteristics such as gender, gender identity and/or expression, age, disability or sexual orientation. We welcome applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age.

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