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Customer Success Executive - Lexology Engage

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Law Business Research

Sep 17, 2024

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • London

Requirements

  • Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
  • Self-motivated and driven
  • Problem solving
  • Excellent attention to detail and ability to plan and prioritise workload
  • Highly organised and adaptable to emerging priorities
  • Interested in learning - curious, and comfortable asking questions
  • Empathetic, able to connect with customers in a genuine way
  • A solid teammate - able to work with out supervision or collaborate as appropriate

Responsibilities

  • 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

FAQs

What is the role of the Customer Success Executive - Lexology Engage?

The Customer Success Executive will be responsible for onboarding and training subscribers to Lexology Index and Intelligence, developing customer relationships to promote retention, and driving engagement with our products.

What are the key responsibilities of this position?

Key responsibilities include onboarding new clients, delivering training sessions, managing client queries, providing usage reporting, supporting the renewal cycles, and maintaining CRM accuracy.

What skills are required for this role?

Required skills include effective communication, self-motivation, problem-solving abilities, attention to detail, organizational skills, curiosity, empathy, and teamwork.

Are there any specific industry experiences needed for this role?

While specific industry experiences are not mentioned, a strong understanding of customer success principles and the ability to engage with legal intelligence platforms would be beneficial.

What benefits does the company offer?

Benefits include eye care, an employee assistance program, a day off for your birthday, pension contributions, a wellbeing allowance, life assurance, private healthcare, and additional perks like company socials and mentoring schemes.

How does the company ensure inclusivity and support for disabled employees?

The company has partnered with the Business Disability Forum and is committed to improving inclusivity, achieving Level 2 Disability Confident Accreditation, and making reasonable adjustments during the application process.

What is the company's stance on equal opportunities?

The company is an equal opportunities employer dedicated to ensuring that all candidates have the same opportunity to succeed regardless of their background or identity.

Is training provided for new employees in this role?

Yes, training sessions will be provided to help clients understand the products and to support their onboarding process.

What type of clients will the Customer Success Executive work with?

The Customer Success Executive will work with organizations that subscribe to Lexology Index and Intelligence, focusing on building relationships to enhance customer satisfaction and engagement.

Are there opportunities for professional development within the company?

Yes, the company offers benefits such as a mentoring scheme and access to employee affinity networks, fostering professional growth and development.

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Law Business Research

Law
Industry
201-500
Employees

Mission & Purpose

Law Business Research (LBR) is a technology-enabled information services business powering the global legal industry with intelligence, analytics and performance data. We are a fast-growing, innovative company with a dynamic and diverse culture, and we take great pride in delivering a world-class, cutting-edge service to our global clients. By applying the latest technology to the fast-moving legal world, we enable our users to find their competitive edge and decide with confidence, armed with the insight they need. LBR delivers trusted intelligence and insight to users around the world through a range of tools and platforms that combine proprietary data and unique analysis. We make sense of complex, fast-changing information and enhance critical decision-making. With an international team of over 500 experienced professionals, LBR has a proven track record of informing, engaging and connecting legal practitioners. Our specialist platforms help clients enhance their decision-making, manage legal risk and drive improved performance.