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Senior Customer Success Executive - Projects

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Law Business Research

9d ago

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

AI generated summary

  • You should have project management experience, be self-motivated, detail-oriented, adaptable, empathetic, and a strong collaborator with problem-solving skills and a willingness to learn.
  • You will train clients, manage usage reporting, drive renewals, build relationships, contribute ideas for enhancements, and ensure accurate CRM updates while meeting customer journey KPIs.

Requirements

  • - Experience managing projects to deadline
  • - An understanding of how to manage and motivate 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 without supervision or collaborate as appropriate

Responsibilities

  • - 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

FAQs

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

The primary focus of the Senior Customer Success Executive role is to deliver greater customer satisfaction and engagement by managing customer relationships and overseeing transformation projects across the client group.

What are the key responsibilities of this position?

Key responsibilities include being a trusted product expert, managing client usage reporting, facilitating conversations to understand client needs, driving customer renewals, collaborating with the Customer Support team, developing strong client relationships, contributing ideas for enhancements, managing time effectively, and updating the CRM.

What skills are required for this role?

Required skills include project management experience, stakeholder management, self-motivation, problem-solving abilities, attention to detail, organizational skills, adaptability, curiosity, empathy for clients, and the ability to work independently and collaboratively.

What benefits do employees receive upon starting employment?

Upon starting employment, employees receive Eye Care, an Employee Assistance Programme, and a day off for their birthday.

What additional benefits are available after three months of employment?

After three months of employment, additional benefits include a pension plan with employer and employee contributions, a Cycle to Work scheme, a season ticket loan, and a £350 annual wellbeing allowance for gym membership and fitness classes.

Is there any support for employees' wellbeing?

Yes, there is a £350 annual wellbeing allowance, an Employee Assistance Programme, and company socials to foster a supportive work environment.

Does Law Business Research have a commitment to inclusivity?

Yes, Law Business Research is committed to inclusivity and accessibility, as demonstrated by their partnership with the Business Disability Forum and participation in the Disability Confident Scheme.

What opportunities for professional development are offered?

Opportunities for professional development include access to a mentoring scheme, the chance to participate in employee affinity networks, and volunteering days.

How does Law Business Research recognize employee contributions?

Law Business Research recognizes employee contributions through events like Christmas and Summer parties, and they offer a day off for employees' birthdays.

Where can I find more information about Law Business Research?

More information about Law Business Research can be found on their official website.

Law Business Research

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.