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Client Success Executive

2 months ago

London, Greater London, United Kingdom Law Business Research Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Success Executive to join our Market Intelligence Go To Market division at Law Business Research. This role will be part of a dedicated drive for greater Customer Satisfaction and Engagement from our Lexology Intelligence client base.

Key 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 programs.
  • 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.
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.
What We Offer
  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive team culture.
  • A comprehensive training program to ensure your success in the role.