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Senior Customer Success Executive - Lexology Intelligence

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • London

AI generated summary

  • You must have experience in customer success in a subscription business, able to build relationships quickly, problem solve, communicate effectively, be curious and empathetic, and collaborate well with team members.
  • You will onboard new clients, support account managers, deliver client training, manage reporting, provide timely responses to client queries, ensure high client satisfaction, gather feedback for product development, update CRM system, attend conferences, and understand key markets.

Requirements

  • 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

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, 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

FAQs

What is the primary focus of the Senior Customer Success Executive – Lexology Intelligence role?

The primary focus of this role is to drive greater Customer Satisfaction and Engagement from our Lexology Intelligence client base, with a focus on onboarding, training, and developing customer relationships to promote retention and value.

What are the key responsibilities of the Senior Customer Success Executive in this role?

The key responsibilities include onboarding new clients, understanding customer business objectives, acting as the main point of contact for allocated clients, delivering client training programs, managing product reporting, supporting Account Managers with renewals, responding to client queries, ensuring high levels of client satisfaction, gathering client feedback, updating the CRM system, attending conferences, and developing an understanding of key markets.

What skills and expertise are required for the Senior Customer Success Executive role?

The ideal candidate should have experience in a Customer Success role in a subscription business, be able to build relationships quickly, be energized by collaborative work, have problem-solving skills, be a clear communicator, interested in learning, empathetic, and a solid teammate.

What benefits are offered to employees in this role?

Benefits include Eye Care, Employee Assistance Programme, a day off for the birthday, pension contributions, Cycle to Work scheme, Season ticket loan, wellbeing allowance for gym memberships, life assurance, private healthcare, company social events, access to Employee Affinity Networks, mentoring scheme, Volunteering Day, and Mortgage Advice.

Law
Industry
201-500
Employees

Mission & Purpose

Law Business Research (LBR) is a technology-enabled information services business powering the global legal industry with intelligence, analytics and performance data. We are a fast-growing, innovative company with a dynamic and diverse culture, and we take great pride in delivering a world-class, cutting-edge service to our global clients. By applying the latest technology to the fast-moving legal world, we enable our users to find their competitive edge and decide with confidence, armed with the insight they need. LBR delivers trusted intelligence and insight to users around the world through a range of tools and platforms that combine proprietary data and unique analysis. We make sense of complex, fast-changing information and enhance critical decision-making. With an international team of over 500 experienced professionals, LBR has a proven track record of informing, engaging and connecting legal practitioners. Our specialist platforms help clients enhance their decision-making, manage legal risk and drive improved performance.