Position: Customer Success Specialist
PURPOSE:
- Handle all LexisNexis products and services, strive to enhance the LN brand as a global leader in the legal compliance market, expand brand awareness, provide new value to customers, and increase market share.
ACCOUNTABILITIES:
- Maximize customer value and satisfaction for our various subscription-based services and derivative products.
- Protect and expand our business. Maintain and develop relationships with corporations, law firms, universities, research institutions, and government agencies.
- Provide database utilization support (training) to new and existing customers.
- Collect use case information from existing customers and collaborate with the marketing team to create publicity articles.
- Plan and execute events (user meetings) to share use cases with database users
- Share update information with product managers and provide updates to sales
- Closely collaborate with sales directors/managers to plan post-sales strategies related to various databases and their respective content
- Conduct activities related to success stories, analysis, and knowledge utilizing AI and our own products, and disseminate the know-how to the entire organization
- Make efforts to collect and share information on competitors' trends
- Enter customer information and training activities into the company's designated customer management system (Salesforce.com).
- Set KPIs and conduct activities based on them.
- Provide feedback on customer requests regarding our products and services to relevant departments and strive to improve products.
- Build good relationships with other departments and teams within the company and strive to collaborate and cooperate in related tasks.
- Communicate, consult, and report to superiors or relevant personnel on a daily basis.
- Follow proper procedures for matters that require approval.
- Comply with various laws, internal regulations, and rules.
Skills & Competencies:
- Excellent communication skills
- Ability to sell solutions tailored to customer characteristics
- Excellent planning skills
- Schedule management skills
- Commitment to acquiring and improving knowledge of company services necessary for job performance
- Over 3 years of B2B sales experience or customer success/pre- and post-sales experience with proven results
- Proficiency in Excel, Word, and PowerPoint creation and editing
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We are 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.
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