Job Description

LexisNexis – Customer Success Manager

The Customer Success Manager is responsible for driving 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 and services by the customer as well as improved positioning of LexisNexis within the account from both a retention and expansion perspective.

Accountabilities:

1. Act as the product expert, supporting not only customers but also internal teams,

2, Develop a deep understanding of customers’ objectives and become their trusted partner

3. Create and manage Success Plans for assigned customers for both immediate and future needs

4. Define and oversee lifecycle processes/touch points for customers on product usage, onboarding, adoption and NPS

5. Conduct regular account reviews and create standard presentation materials for the lifecycle plans/account reviews

6. Manage escalations as needed, including cross-functional alignment to solve customer pain points

7. Responsible for driving product adoption and utilization for assigned customers

8. Be an expert on best practices in system usage and workflow optimization

9. Deeply understand our customers’ objectives and become a trusted advisor

10. Determine how to define, drive, and demonstrate the value (ROI) delivered

11. Provide updates on road map initiatives and how it fits into the customer’s overall plans

12. Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

13. Monitor product utilization trends and give recommendations

14. Align with Client Managers and Sales to drive renewals, up-sells, and retention

15. Ensure cross-functional hand-off from Sales to Customer Support

16. Gain knowledge of business initiatives and feedback to Product Management for alignment on future roadmap plans

LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us at 1.855.833.5120.

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