Senior Customer Success Executive - Lexology Pro

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Senior Customer Success Executive - Lexology Pro

Department: Commercial

Employment Type: Full Time

Location: London

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.'

The role

Law Business Research has a portfolio of platforms serving the Legal (Private Practice, In-House), GRC, IP and Arbitration markets - all based around the provision of Intelligence, News, Analytics and tools.

We are looking to hire a Senior Customer Success Executive - Lexology PRO to join our Practice Intelligence GTM division. This new role will be part of a dedicated drive for greater Customer Satisfaction and Engagement from our Lexology PRO client base.

The key drives for the role are:

• Work within a newly formed team with a focus of onboarding our new subscribers to Lexology PRO and working with them in their first year as a client
• To develop customer relationships that promote retention, improving customer lifetime value and reducing churn. You will develop a good understanding of our client's business, overarching strategy, and objectives and use this knowledge to drive adoption and demonstrate value.
• As a product expert - you will directly interact with clients collaborating with colleagues in Sales, Account Management and Product to proactively drive the customers engagement with our products.
• This role is key to our mission to put customers and their experience with our services at the heart of our business drives revenue growth.
• Strong Customer Success has a direct impact on retention rates and renewals, and you will be working with our Account Managers and Business Development Teams to improve our renewal rates by volume and value.

Key Responsibilities

• Onboard new clients and gain an understanding of each customer's business objectives and expectations of the product.
• Act as the main point of contact for the portfolio of clients you are allocated
• Responsible for delivering high quality client training programmes
• Management and delivery of the product's reporting for the client
• Support the Account Managers throughout the renewal cycle
• Respond to client queries as and when raised, and support the Client Services Executives in responding in a timely fashion.
• Achieve the highest possible levels of client satisfaction
• Gain regular client feedback to aid the product development process
• Update the group CRM system with Customer Success activities to ensure the CRM accurately reflects your activity at all time
• Attend conferences and conduct face to face client meetings where appropriate
• Develop a good understanding of the key markets we operate in

Skills Knowledge and Expertise

• Experience working in a Customer Success role in a subscription business.
• Able to develop relationships and rapport quickly.
• Energised by working collaboratively to evolve and optimise customer experience.
• A problem solver, self-motivated and driven,
• A clear communicator, comfortable communicating with stakeholders at all levels on the phone, video call 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 independently or collaborate as appropriate

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.