Customer Success Manager

The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers.
Responsibilities :
Design and develop end-to-end customer journey and success program
Define customer segments based on set criteria indicating customer importance and growth potential.
Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products.
Work with Products, Sales, Marketing, and CS to design strategy, value-add service, product offering, and pricing to drive customer stickiness and satisfaction.
Lead CDI, product UAT, and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement.
Work collaboratively with Sales & Marketing to strengthen GTM and achieve commercial success (net POS growth).
Drive positive customer experience and engagement, responsible and accountable for driving NPS and customer retention.
Provide the right training sessions to induce more customers' usage
Develop, plan, and conduct onboarding, refresher, and relevant training courses to drive adoption and usage of LN's product, solution, and content.
Develop resources and materials (online, digital media) to be used for education, customer training, and sales enablement purposes.
Design training classes and training materials and prepare documentation.
Conduct sales training needs assessments and analyze employee training needs to determine requirements for new program development.
Success to be measured by customers' usage by segments, customers' satisfaction for training, and regular training sessions for key customers.
Drive CDI and programs to better engage customers & build LN brand
Engage with external key stakeholders to gather market intelligence, drive strategic relationships, and develop business opportunities.
Develop and run programs for customer value-add and drive loyalty and brand awareness.
Drive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend.
Education:
Specialized / Technical
Bachelor's Degree – preferably with legal qualification and/or knowledge.
Understanding of SEA's legal market and legal persona.
4-6 years relevant work experience in developing and managing end-to-end processes, both customer-facing and back-end processes.
Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes.
Experience
Independent ownership of work streams/projects and deliverables is a pre-requisite.
Excellent leadership, communication, influencing, and interpersonal skills.
Experience in customer engagement, strong probing skills to understand customers' pain points.
Excellent working knowledge of Excel, PowerPoint, CRM, and reporting tools.
A strong analytical thinker with attention to detail in reports, financial and operational analysis, and interpretation of information and statistical indicators.
A strong ability to collaborate internally with people across sales and corporate responsibilities.
A passion for commercial processes and systems that are effective and run efficiently.
About Us
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
We help scientists make new discoveries, doctors and nurses improve the lives of patients, and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products, and complete transactions. In short, we enable our customers to make better decisions, get better results, and be more productive. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs over 33,000 people, of which around 1/4th are technologists.
We want RELX to be a great place to work, where our employees feel valued, have equal opportunities, and benefit from pay equality, regardless of their gender, gender identity, national origin, race, ethnicity, religion, sexual orientation, age, or disability status. Inclusion and diversity are important to our future. We need the engagement of people from a wide range of backgrounds, experiences, and ideas to achieve real innovation for our customers around the world.
About LexisNexis Legal
We help lawyers win cases, manage their work more efficiently, serve their clients better, and grow their practices. We assist corporations in better understanding their markets and monitoring relevant news. We partner with leading global associations and customers to help advance the Rule of Law across the world.
Every day at LexisNexis, you will work with highly creative minds to explore impossibilities, inspire innovation, and lead the way the 21st century legal content is produced, disseminated, and utilized. You have the power to empower those in need and truly make a difference in the lives of people all around the world.
Apply today, or to learn more about opportunities with LexisNexis or RELX Global, join us here:
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LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK, or please contact 1-855-833-5120.
LexisNexis Legal & Professional is a leading global provider of legal, regulatory, and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better, and grow their practices. We assist corporations in better understanding their markets and preventing bribery and corruption within their supply chains. We partner with leading global associations and customers to help collect evidence against war criminals and provide tools to combat human trafficking. We endeavor to advance the rule of law across the world. Our teams are combining unparalleled legal and business information with analytics and technology to advance what's possible for the way our customers work and to advance what's possible in the world by strengthening the rule of law.#J-18808-Ljbffr