Senior Customer Success Executive - Projects

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Senior Customer Success Executive - Projects

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 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 to deliver greater Customer Satisfaction and Engagement.

You will work on transformation projects delivered to our entire client group. To do this successfully, you will have experience of managing customer relationships and a good grasp of project management practices.

The key responsibilities are to:

• Develop and deliver a plan to transition all Customers to a new way of accessing our products. Managing pilot projects to deliver iterative complexity to our Access Management offering and building scalable ways to transition all customers.
• Work with the technical project team, ensuring feedback constantly improves our Access Management offering to customers and supports a scalable approach to project delivery.
• Facilitate conversations with the clients to understand why they bought the product and understand how we can ensure they gain maximum ROI.
• Be a trusted product expert - with a clear technical understanding of our access management project you will need to engage with customers on this topic in a straightforad and memorable way - tailoring your apprpoach to the audience.
• Be the 'go to' for all SSO product related queries within your team
• Manage the delivery of client usage reporting and review metrics to understand the health of accounts through the transition of this project.
• Record and report ongoing project updates.
• Work with the Customer Support team to ensure that the subscription is fulfilled as booked.
• 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

• Experience managing projects to deadline and communicating project progress and risk
• Ability to understand technical concepts and simplify them
• An understanding of how to manage and motive stakeholders in a project
• 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.