Senior Customer Success Executive

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Senior Customer Success Executive

Department: Commercial

Employment Type: Full Time

Location: London

Reporting To: Customer Success Manager

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 winner 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.

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

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 to join our Practice Intelligence Go to Market division. This role will be part of a dedicated drive for greater Customer Satisfaction and Engagement from our Lexology PRO client base. You will be part of a specialist team that onboards and builds relationships with customers in their first year. To do this successfully you will need to gain a deep understanding of each customer's business objectives and expectations of the product.

The key responsibilities are to:

• Be a trusted product expert - delivering memorable training sessions to clients and demo assistance to the sales and account management team. Be the 'go to' for all product related queries within your team
• Manage the delivery of client usage reporting and review metrics to understand the health of your accounts and make engagement plans
• Facilitate conversations with the clients to understand why they bought the product and understand how we can ensure they gain maximum ROI.
• Play a key part in driving customer renewals & contract extensions by demonstrating the high value of our solutions & proactively address any potential roadblocks.
• Work with the Customer Support team to ensure that the subscription is fulfilled as booked,
• Develop strong relationships with existing clients and key contacts.
• Proactively contribute ideas for new features, improvements, and strategies to enhance the customer experience and streamline internal processes. Collaborate with other teams to implement these ideas and drive innovation.
• Work on your own and with a team, managing your own time and tasks effectively to meet KPIs and achieve all identified customer touch points throughout the customer journey
• Update the CRM ensuring the information is accurate and reliable

Skills Knowledge and Expertise

• 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

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)

After 4 months and 1 year's service:

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

After probation:

• Cycle to Work scheme
• Season ticket loan
• GBP 350 annual wellbeing allowance to contribute to gym membership & fitness classes

Additional Perks:

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

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.