Customer Success Manager

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Customer Success Manager

Department: Commercial

Employment Type: Full Time

Location: London

Reporting To: Amy Elderfield

Description

Why LBR?

An amazing market position, enviable growth, collaboration and wonderful people are just some of the reasons to further your career with Law Business Research. Our culture is shaped by our core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a finalist for the 2024 Inspiring Workplaces Awards. We're proud of our inclusive and inspiring culture here at LBR and we remain committed to creating a positive workplace for all our employees

We are happy to share that we have partnered with Business Disability Forum to help us on our journey to becoming a more inclusive employer and achieving Level 2 Disability Confident Accreditation. Business Disability Forum work with partners, businesses like ours, the government, and disabled people to improve the life experience of disabled employees and consumers, by removing barriers to inclusion.

Through this partnership we'll have access to expert advice, events and practical resources that we can share with our teams to help us become more disability inclusive and better support our current and future employees. Watch out for further updates.'

We also take our place in this world of ours very seriously and engage in a wide variety of charitable and community based initiatives. We work extensively with Swawou School in Sierra Leone, which we established to provide education for 120 girls, and on an ongoing basis we underwrite the school's costs.

'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'

Key Responsibilities

ith at least four years in a proactive Customer Success role and a sound understanding of the importance of a data in monitoring customer health you will be responsible for the:

• timely achievement of customer touch points for a subset of customers, and
• coaching of more junior memebers of the the team

Customer Success is at the heart of our organisation you will work closely with our Account Management and Business Development teams to drive our renewal rates by volume and value. This role will require you to think strategically and work with others in the commercial team to share knowledge, oversee projects and propose changes to our working practices. The successful canddiate leads by example and would take an interest in line management.

You will have a keen attention to detail, enjoy organising and networking so that you can:

• Grow a network of contacts in the market,
• Adapt to emerging priorities, handling several projects at one time,
• Update CRM and internal systems accurately, and
• Communicate and collaborate with stakeholders.

Skills Knowledge and Expertise

Our Customer teams are on a mission to put the customer at the heart of LBR, we know that delivering an excellent customer experience is key to driving retention rates and renewals for our products.

You will have a passion for talking to customers - you understand how to uncover customer goals and business strategy in order to drive their adoption of and engagement with a product.

The successful candidate will be:

• Energized by working collaboratively to evolve and optimize customer experience
• A problem solver, self-motivated and driven,
• A clear communicator, comfortable communicating with stakeholders at all levels on the phone and by email,
• Interested in learning - curious, and comfortable asking questions,
• Empathetic, able to connect with customers in a genuine way,
• A solid teammate - able to work unsupervised or collaborate as appropriate
• Interested in coaching and developing a team.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

Start of employment:

• Eye Care
• Employee Assistance Programme
• A day off for your birthday

After 3 months employment:

• Pension (4% employer contribution and 4% employee contribution)
• Cycle to Work scheme
• Season ticket loan
• GBP 350 annual wellbeing allowance to contribute to gym membership & fitness classes

After 4 months and 1 year's service:

• Life assurance after 4 months
• Private healthcare after 1 years' service

Additional Perks:

• Company socials e.g., Christmas and Summer parties
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice

We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability. We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.