RELX Group Solutions Consultant NARS in New York

Solutions Consultant NARS

Category:

Location: New York, United States

The Customer Success Manager (CSM) is responsible for:

Successful implementation of customer and trial onboarding (including product set-up, id troubleshooting, training, etc.), enhanced support, on-going maintenance, usage analysis and usage driving activities of assigned Intelligize/Lexis Securities Mosaic customer accounts

Deliver a superior customer experience for Intelligize/Lexis Securities Mosaic and thereby support the businesses’ NPS and renewal goals.

Assist in the creation of programs which are designed to help Intelligize/Lexis Securities Mosaic users get the most value from their subscriptions by identifying opportunities and strategies to improve their business, drive action, and achieve results by using Intelligize/Lexis Securities Mosaic’s data-driven insights. Understand user’s business needs/expectations and goals.

Accountabilities:

  • Manage existing customer relationships and implement programs and tools to drive retention, revenue growth, and upsell opportunities.

  • Take a proactive approach in growing usage and enabling customer success.

  • Along with the Account Management team, work to identify key contacts and decision makers within a customer organization and develops strong relationships with those contacts.

  • Create a persistent focus on the customer in the customer-facing actions the company takes.

  • Proactively provides customer and product feedback to other parts of the organization (e.g. Product, Marketing, and Sales), specifically, issues related to product performance and product/content gaps, as well as any competitive feedback received from customers.

  • Demonstrates an in-depth understanding of Intelligize/Lexis Securities Mosaic platforms including the ability to articulate competitive differentiators and our value proposition.

  • Develop, implement, and execute training and onboarding plans and programs to ensure customer success (renewals, paid trials, and existing customers). Goal of the training and onboarding plans is to drive and establish Intelligize/Lexis Securities Mosaic value, drive usage growth, and increase user engagement.

  • Provide on-going user support via in-person, email, virtual/webinar and telephonic customer interaction.

  • Work with customers to implement Intelligize/Lexis Securities Mosaic programs in-house, including Lunch and Learns, webinars, newsletters, internal resource integration, and other programs to ensure that customers are receiving the value they purchased.

  • Regularly communicates with Sales/Account Management team members assigned to the account to understand account priorities, update strategy, and to provide feedback on recommended service element modifications.

  • Share customer knowledge gathered through regular client interaction with the marketing, product, and sales teams.

  • During training and customer meetings, gather and memorialize account specific use cases to ensure that training, onboarding and support materials encompass how to utilize Intelligize/Lexis Securities Mosaic most effectively in all workflows identified for that specific customer. The goal is to articulate and share a differentiated value message that is tailored to the customer and reinforces the value expected.

  • Communicate account specific use cases to the Sales, Marketing, Product, and Customer Success teams.

  • Utilizes all required processes, tools, systems, activity metrics and reporting tools.

  • Review usage to determine areas of opportunity and growth and provide recommendations on the development of customer success resources and tools to drive product awareness, value and adoption.

  • Stay up to date and track current awareness and legal news involving clients, competitors, practice areas, and industries.

Qualifications:

  • 3 years successful account management, customer training, legal research or equivalent experience; preferably with complex legal solutions.

  • Masters Degree in Library/Information Science (or equivalent) preferred.

  • Proven success driving technology adoption, usage, and engagement.

  • Strong verbal and written communication skills including the ability to present to an executive-level audience.

  • Domain expertise in legal processes preferred. Knowledge of securities/capital markets procedures and forms is preferred.

  • Adept understanding of law firm and in-house operations and trends affecting the legal marketplace is a plus.

  • Ability to troubleshoot and resolve service related issues.

  • Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.

  • Ability to build strong customer relationships.

  • Excellent communication and presentation skills.

  • Strong organizational skills and problem solving.

  • May require local or overnight business travel up to 20%.

  • Ability to lift/carry laptop or IPad and other sales materials up to 25 lbs.