Law Business Research
Tech-enabled information services business powering the legal industry with intelligence, analytics and performance data
501 - 1000
Customer Success Executive
Yesterday
🏡 Remote – New York
Law Business Research
Tech-enabled information services business powering the legal industry with intelligence, analytics and performance data
501 - 1000
Description
• Work within our established Customer Success team with a focus of onboarding and training our subscribers to Lexology Index and Intelligence • To develop customer relationships that promote retention, improving customer lifetime value and reducing churn. You will develop a good understanding of our client’s business, overarching strategy, and objectives and use this knowledge to drive adoption and demonstrate value. • As a product expert - you will directly interact with clients collaborating with colleagues in Sales, Research and Product to proactively drive the customers' engagement with our products. • This role is key to our mission to put customers and their experience with our services at the heart of our business drives revenue growth. • Strong Customer Success has a direct impact on retention rates and renewals, and you will be working with our Account Managers and Business Development Teams to improve our renewal rates by volume and value.
Requirements
• Onboard new clients and gain an understanding of each customer’s business objectives and expectations of the product. • Be a product expert – delivering memorable training sessions to clients and demo assistance to the sales and account management team • Achievement of all identified customer touch points • A point of contact for inbound client queries. • Manage the delivery of client usage reporting and review metrics to understand the health of your accounts and provide relevant support • Support the sales and account management team throughout the renewal cycles of systems. • Update the CRM ensuring the information is accurate and reliable. • Working to ensure that the subscription is fulfilled as booked • Lead conversations with the clients to understand the requirements to fulfil booking. • Ensure the customer experience is positive and product improvements are captured and shared with team. • Develop strong relationships with existing clients and key contacts. Share intelligence with key internal stakeholders
Benefits
• Eye Care • Employee Assistance Programme • A day off for your birthday • Pension (4% employer contribution and 4% employee contribution) • Cycle to Work scheme • Season ticket loan • £350 annual wellbeing allowance to contribute to gym membership & fitness classes • Life assurance after 4 months • Private healthcare after 1 years’ service • Company socials e.g., Christmas and Summer parties • Access to Employee Affinity Networks • Mentoring scheme • Volunteering Day • Mortgage Advice
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