Customer Success Consultant

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.

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.

·       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)

·       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.

·       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

·       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

• Bachelor’s Degree with legal qualification
• Minimum 3 years of post-qualification experience (PQE), preferably in law firms
• Understanding of SEA’s legal market and legal persona
• Independent ownership of work streams/projects and deliverables
• Excellent communication, influencing and interpersonal skills
• Experience in customer engagement, with strong probing skills to understand customers’ pain points
• Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools
• Strong analytical thinking with attention to detail in reports, financial and operational analysis, and interpretation of information and statistical indicators
• Strong ability to collaborate internally with stakeholders across sales and corporate functions
• Passion for commercial processes and systems that are effective and efficient

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.

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