About our Team
LexisNexis Legal & Professional is a leading provider of legal data and information services. We specialise in delivering accurate, comprehensive, and timely legal content to professionals across various industries, including law firms, corporations, and government agencies. The purpose of this role is part of Customer Success team that drives customer success through better servicing and retaining customers.
This role has 3 major responsibilities: i) to map out customer journey, understand customers’ pain points and address them with effective solutions; ii) to track customers’ usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers.
About the Role
This role will be accountable for the metrics-driven customer success program, leading a cross-functional team (Sales, Product, CS, GOTC) who will each be responsible for their respective action in delivering customer-focused servicing. This team will map out a few customers’ journey for a) prestige customer group, b) new customers on-boarding, c) win-back program, etc.
Responsibilities
Design and develop end-to end customer journey and success program
· Define customers segments based on set criteria indicating customer importance, growth potential
· Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
· Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickiness and satisfaction
· Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
· Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
Provide insightful data analysis
· Tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.
Drive CDI and programs to better engage customers & build LN brand
· Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
· Develop and run programs for customer value-add and drive loyalty and brand awareness
· Drive CDI and focus group sessions to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Provide the right training sessions to induce more customers’ usage
· Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
· Develop resource and material (online, digital media) to be used for education, customer training and sales enablement purpose
· Develop customer engagement strategy and execute accordingly
· Conducts sales training needs assessments, sales enablement sessions and analyzes employee training needs to determine requirements for new program development
Requirements
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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USA Job Seekers:
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs more than 36,000 people over 40% of whom are in North America.
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