Customer Success Executive

4 weeks ago

London, Greater London, United Kingdom Law Business Research Full time
Why Choose Law Business Research?

At Law Business Research, we're committed to creating a positive workplace for all our employees. We're proud to be an equal opportunities employer and are dedicated to ensuring that all candidates are given the same opportunity to succeed, regardless of their background or experience.

We're looking for a talented Customer Success Executive to join our Practice Intelligence GTM division. As a key member of our team, you'll be responsible for developing customer relationships that promote retention, improving customer lifetime value, and reducing churn. You'll work closely with our Sales, Account Management, and Product teams to drive customer engagement and adoption of our Lexology PRO platform.

Key Responsibilities:
  • Onboard new clients and gain an understanding of each customer's business objectives and expectations of the product.
  • Be a product expert – delivering memorable training sessions to clients and demo assistance to the sales and account management team
  • Achievement of all identified customer touch points
  • A point of contact for inbound client queries.
  • Manage the delivery of client usage reporting and review metrics to understand the health of your accounts and provide relevant support
  • Support the sales and account management team throughout the renewal cycles of systems.
  • Update the CRM ensuring the information is accurate and reliable.
  • Work with the Customer Support team to ensure that the subscription is fulfilled as booked Lead conversations with the clients to understand the requirements to fulfil booking.
  • Ensure the customer experience is positive and product improvements are captured and shared with team.
  • Develop strong relationships with existing clients and key contacts. Share intelligence with key internal stakeholders

Requirements:

We're looking for someone with excellent communication skills, who is self-motivated and driven, with a problem-solving approach and excellent attention to detail. You'll be highly organised and adaptable to emerging priorities, with a solid understanding of customer success principles and practices. If you're interested in learning and are comfortable asking questions, this could be the perfect opportunity for you.

Benefits:

We offer a wide range of benefits to support our employees, including eye care, employee assistance programme, a day off for your birthday, pension, cycle to work scheme, season ticket loan, and £350 annual wellbeing allowance. We're proud to be part of the Disability Confident Scheme and are committed to making our organisation an inclusive, respectful, and engaging place to work.

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