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Client Analyst

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Customer Services - Support & Training
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LexisNexis
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REE00901 Requisition #

Client Analyst

Responsible for management and successful execution of customer implementations for assigned clients. The Client Analyst, in conjunction with the relevant Account Manager, serves as the primary project contact for a portfolio of assigned accounts. Primary responsibility for customer satisfaction with implementation projects.

 

The Client Analyst will need to develop strong knowledge of our products and services, be ready to explain the benefit of different options and influence client decisions, as well as capture client feedback and requirements to help with future developments (working with the Product function).

 

Accountabilities

 

Primary responsibility for customer satisfaction with project implementations and ongoing maintenance of the relationship at the appropriate levels.  Identify gaps and recommendations for performance improvement on behalf of the client. Grow and expand these relationships. 

 

Responsible for multiple account implementations, removing roadblocks, directing client questions to the appropriate parties, managing conflicting priorities amongst customers, and coordinating internal priorities.

 

Support account managers, client associate, client executives, and other commercial managers as required. Work effectively with other Customer Engagement Model areas including CCIS (Customer Credentialing, Implementation and Support), New Product Execution, Product Marketing and Technology.


Participate as needed to support the Client Executive in onsite customer implementation workshops.  The goal is to understand our customer’s workflow, objectives, and needs, taking a consultative approach recommending way to integrate LexisNexis solutions into their infrastructure to meet their needs.

 

Identify and implement process improvements in Customer Engagement Model.

Work as needed with operations, communications, legal, process improvement, quality improvement etc. within their department.

 

Mentor client associates to help ensure successful project implementations. 

Qualifications

Project management skills, experience and appropriate qualification (eg PRINCE 2)
Strong analytical and organizational skills

3-5+ years of software or data industry and application knowledge. Knowledge of the insurance industry would be an advantage.
3+ years of client facing integrations experience desirable
Ability to engage and develop relationships on the client technical / implementation team and appropriate internal resources.

Excellent communication and interpersonal skills
Ability to effectively identify and communicate technical product requirements
Innovative, proactive and intuitive in assessment of customer needs and requirements
Ability to negotiate and influence others
Excellent customer service skills
Ability to multi task

Travel (domestic) will consist of approximately 20% of time, generally same day only.

 

 

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