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Customer Success Manager (Field)

Customer Services - Support & Training
LEX00KAW Requisition #
Customer Success Manager (Field)
Location: Farringdon, London

Reports to: Head of Customer Success 

Purpose of Role

Combining relationship management with subject matter expertise, you will maximise the value of our solutions by driving successful outcomes for our customers, helping them optimise efficiencies in their workflow, and transform their approach to online research. By doing this, and delivering an exceptional customer experience, you help LexisNexis to retain customers and grow its business 

Key Responsibilities:
  • Develop and deliver bespoke training plans based upon the specific needs of the customer
  • Adopt a flexible approach to training delivery, sharing all relevant insights across the business (i.e. Product Development)
  • Maintain a high level of product knowledge, supporting the upskilling of others in the business where appropriate
  • Work with Account Managers to proactively address cancellation risks in order to maximise customer retention
  • Support Customer Engagement initiatives
  • Make use of all available data to better understand usage/active users etc., to support better decision making
  • Identify potential upsell/cross-sell opportunities
  • Maintain market segment knowledge to better understand market challenges and opportunities
  • Manage and maximise your time to effectively meet and exceed KPI targets
  • Collaborate across Customer Success and Engagement teams to continually implement new ideas and improve processes and ways of working 

Career Experiences:
  • Demonstrated experience of excellent relationship-building skills at all levels, both internally and externally
  • Highly developed communications skills, written and verbal, with the ability to adapt to the needs of the target audience
  • Strong time and project management skills, coupled with a proactive nature and drive to succeed
  • An aptitude for making data-driven decisions
  • Legal Industry/market-specific knowledge
  • Demonstrated experience of working in commercially focused environment
  • Demonstrated experience of working in a customer-facing environment
  • Demonstrated experience of designing and creating Blended Learning material (e.g. videos, webinars, scenarios, practical’s and demonstrations) 

We are offering a competitive basic salary and an amazing employee benefits package including pension scheme and access to industry leading training and development. 

We believe that when you put information and technology into the right hands, you give people the power to shape the world. Apply now, to truly make a difference!

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