Customer Success Manager - North West

Lexis Nexis
Leeds, UK
19 May 2019
23 May 2019
Contract Type
Full Time
Customer Success Manager (Field based)

Home-based covering North-West and Lincolnshire UK territories

Competitive Basic Salary, Bonus, Car Allowance & Benefits

LexisNexis UK is about being a part of something bigger. It's about being able to push boundaries to new levels through delivering authoritative content with cutting-edge technology and software tools, allowing our customers to quickly find the answers they are searching for.

LexisNexis, a division of the global publishing company RELX Group plc, (FTSE 50), is a leader in professional publishing and a pioneering solutions provider specializing in solutions for the legal, tax and accountancy sectors.

We are currently looking to hire a proactive, training specialist to deliver high quality training engagement plans to drive the adoption and usage of our product throughout the lifecycle of a customer relationship.

We would consider someone who comes from a targeted sales background - Software sales (non-technical post sales training), recruitment advertising - product training/ demonstration. We would also consider someone who comes a from recruitment background who wants to move away from targeted sales in revenue terms.

We would consider someone who comes from a product/software training background who is keen to learn about the law and legal workflows or someone with a legal education who would like to explore working with end users to facilitate improving efficiencies, workflows and legal research techniques.

Main Purpose of the Role:
  • Develop and deliver training plans working with our clients to customise delivery, content and schedules
  • Facilitate all session formats and work with clients to uncover feedback on products to report back into the business
  • Develop and deliver appropriate customer engagement and retention strategies.
  • Collaborate with our Sales team as you track and monitor product usage statistics and build a comprehensive view of accounts
  • Work with customer segments in terms of support level required, value and retention risk, and determine appropriate level of investment and corrective action required
  • Collaborate with the marketing team to develop and execute marketing campaigns where appropriate,
  • To manage and prioritise your diary effectively to ensure that you consistently meet set monthly KPI's (key performance indicators) each month and your customers' needs in a smart manner ensuring effective account planning and delivery.
  • To work with all members of the Product Adoption team to continually implement new ideas and improve the way our customers are supported to ensure they realise maximum value and return on investment from the LN services they subscribe to develop and maintain strong relationships with customers and foster product user communities

To be considered for this role you will need to possess:
  • Excellent relationship-building skills at all levels, both internally and externally
  • Excellent communications skills, written and verbal, with the ability to adapt to the needs of the target audience
  • Strong time and project management skills, coupled with a proactive nature and drive to succeed
  • An aptitude for making data-driven decisions

Desired Skills & Experience:
  • Legal Industry / market-specific knowledge
  • Demonstrated experience of working in commercially focused environment
  • Demonstrated experience of designing and creating Blended Learning material (eg videos, webinars, scenarios, practicals and demonstrations)

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