Customer Success Manager

Do you enjoy being part of a team that delivers exceptional customer experiences? 

Do you have experience in legal technology, analytics, or professional services sales? 

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 

The Client Success Manager is responsible for facilitating CounselLink product adoption and usage within a defined set of accounts as well as developing and maintaining relationships within their accounts. The result of these relationships should be better utilization of LexisNexis products (CounselLink and CounselLink CLM) and services by the customer as well as improved positioning of LexisNexis within the account from both a retention and expansion perspective.

Responsibilities

•     Create and manage Success Plans for assigned customers for both immediate and future needs
•      Participate in established onboarding processes
•       Define and oversee lifecycle processes/touch points for customers on product usage, adoption and NPS
•      Conduct regular account reviews and create standard presentation materials for the lifecycle plans/account reviews
•      Manage escalations as needed, including cross functional alignment to solve customer pain points
•       Responsible for driving product adoption and utilization for assigned customers
•      Be an expert on best practices in system usage and workflow optimization
•       Deeply understand our customers’ objectives and become a trusted advisor
•       Determine how to define, drive, and demonstrate the value (ROI) delivered
•   Provide updates on road map initiatives and how it fits into the customer’s overall plans
•   Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
•   Monitor product utilization trends and give recommendations
•   Align with sales on renewals, up-sells and retention
•   Ensure cross functional hand-off from sales to PSO and Customer Support
• Gain knowledge of business initiatives and feed back to Product Management for alignment on future roadmap plans

Requirements

•      Bachelor’s degree or equivalent experience
•      3-5 years of experience in a business environment in consulting, sales, information industry or technology industry
•      Demonstrated ability of consultative approach to uncover customer’s needs and problem resolution
•     Ability to investigate for greater and more accurate understanding of the situation to better address problems or opportunities
•     In depth industry knowledge and the ability to quickly develop an in depth understanding of LN products and services
•     Experience working in a team in a highly complex matrixed corporate environment
•      Strong oral and written communication skills as well as presentation skills
•    Strong time management and organizational skills
•       Understanding and expertise in computer hardware and software including Windows 11, Excel, Outlook, PowerPoint, Word, and the Internet
• .  May require local or overnight business travel. Expected travel up to 25%
•   Ability to lift or carry laptop and collateral sales materials of approximately 25 pounds
•   Proficiency with CounselLink and Amazon QuickSight preferred

Work in a way that works for you

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.  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, we will help you meet your immediate responsibilities and your long-term goals.

About the business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, ac