Manager-Client Support

Hybrid Role-Must live in Raleigh, NC

About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role: 

We are seeking a Manager of Client Support to lead a team that is responsible for providing exceptional service, ensuring account satisfaction, and supporting customer retention and growth. This role will be instrumental in scaling support operations, aligning team objectives with broader organizational goals, and coaching the team to deliver high-impact customer operation effectiveness. You will work closely with cross-functional teams including Sales, Customer Success, Operations, Finance and Product to ensure a seamless customer experience. This role requires strong leadership, team development, coaching and training; operational oversight; and a customer-first mindset. 

Responsibilities:  

Team Leadership & Development 

• Lead, mentor, and develop a high-performing team. 

• Conduct regular one-on-ones, team meetings, performance reviews, and professional development planning. 

• Foster a customer-centric culture focused on excellence, accountability, and growth. 

Operational Oversight 

• Oversee team's day-to-day activities, ensuring timely and accurate support across billing, invoicing, product configuration, training coordination, and issue resolution. 

• Partner with internal teams to streamline organizational processes and improve service delivery. 

• Monitor customer engagement metrics (e.g., usage, adoption, support case trends) and drive continuous improvement initiatives. 

Customer Advocacy & Account Strategy 

• Ensure team maintains a deep understanding of customer portfolios and are equipped to support customer needs and escalations. 

• Support key customer initiatives, including renewal planning, expansion opportunities, and client feedback loops. 

Process & Quality Improvement 

• Develop and implement best practices, playbooks, and standard operating procedures for the team. 

• Leverage tools (e.g., Salesforce, Gong) to enhance reporting, communication, and service delivery efficiency. 

Cross-Functional Collaboration 

• Serve as the liaison between the team and other departments to ensure unified customer communication and service continuity. 

• Represent the voice of the team in cross-functional initiatives and strategy sessions. 

Qualifications: 

• Bachelor's degree in business, communications, or a related field, or equivalent practical experience

• Professional experience in customer support, customer success, or a related function

• Experience in team leadership, people management, or mentorship roles

• Proven ability to motivate, support, and guide team members effectively

• Excellent communication, coaching, and interpersonal relationship skills

• Strong organizational abilities, with a knack for managing multiple priorities effectively

• Sound problem-solving and analytical skills, with a focus on evidence-informed decision-making

• Familiarity with CRM and customer experience platforms (such as Salesforce, Gong, Gainsight, or similar)

• Genuine interest in supporting customers and a mindset for continuous growth and improvement

Bonus: 

• Background in enterprise customer support or B2B SaaS environment 

• Familiarity with account planning and cross-functional collaboration 

• Experience managing geographically dispersed teams 

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you