Posted by: LexisNexis on Dec 29, 2022
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
•Design and develop end-to end customer journey and success programDefine customers segments based on set criteria indicating customer importance, growth potentialMap out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online productsWork with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfactionLead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvementWork collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention•Provide the right training sessions to induce more customers' usageDevelop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN's product, solution and contentDevelop resource and material (online,digital media) to be used for education, customer training and sales enablement purposeDevelop strategy and leadDesigns training classes and training materials and prepares documentationConducts sales training needs assessments and analyzes employee training needs to determine requirements for new program developmentSuccess to be measured by customers' usage by segments, customers' satisfaction for training, regular training sessions for key customers•Drive CDI and programs to better engage customers & build LN brandEngage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunitiesDevelop and run programs for customer value-add and drive loyalty and brand awarenessDrive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend. QUALIFICATIONS/EXPERIENCE/KNOWLEDGE - list the minimum and desired knowledge, education, skills and
Specialized / TechnicalBachelor's Degree - preferably with legal qualification and/or knowledgeUnderstanding of SEA's legal market and legal persona4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processesAbility to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processesExperienceIndependent ownership of work streams/projects and deliverables is a pre-requisiteExcellent leadership/communication, influencing and interpersonal skillsExperience in customer engagement, strong probing skills to understand customers' pain pointsExcellent working knowledge of Excel, PowerPoint, CRM and reporting tools.CompetenciesA strong analytical thinker with attention to detail in reports, and 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 efficientlyLexisNexis, a division of RELX Group, 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact firstname.lastname@example.org or if you are based in the US you may also contact us on 1.855.833.5120.
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