Do you enjoy ensuring the quality of service delivered?
Are you a problem solver who enjoys working collaboratively to achieve business goals?
About the Business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below.
About our Team:
Our Customer Success team enhances customer satisfaction, identifies opportunities, and plays a vital role in retaining clients. We offer personalized guidance, contribute to product improvements, and advocate for the customer. Our impact extends beyond individual interactions, positively influencing business growth.
About the Role:
The Customer Success Manager (CSM) is an individual contributor responsible for the operational delivery of all customer engagement activities for a portfolio of customer accounts. The CSM will be an expert on the customer workflow, integration, and configuration of each assigned account. This role delivers value to customers as the primary daily contact for their assigned customer accounts.
You will be responsible for:
- Becoming an expert in Human API's product and what it means to deliver real customer success
- Being accountable for the onboarding, training, implementation, support, account management, renewals, expansions, and advocacy for all your customer accounts
- Being primary point of contact for the customer and escalation points
- Coordinating and managing solution implementation process
- Updating and monitoring key metrics for your assigned customer account portfolio
- Coordinating with Customer Operations to ensure the ongoing service and support for the customer portfolio
- Aligning Customer Success activities with customer and organizational goals
- Representing the voice of the customer and helping influence every core Product, Marketing, and Sales process
- Performing all other duties as assigned
Qualifications:
- Have expert written and oral communication skills, able to understand and speak to different audiences (internal and external.)
- Have 5+ years in Customer Success, Account/Relationship Management, or similar roles
- Have meticulous record-keeping skills; highly organized and detail oriented
- Have the ability to manage multiple and concurrent (often competing) priorities
- Have advanced critical thinking and problem-solving skills, focus on continuous improvement
- Have technical competency and aptitude with software applications, tools, and internal systems
- Have empathetic and positive attitude with a desire to make customers successful
- Have effective project management and expectation setting, ability to prioritize and delegate task execution
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.
We are 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: , or please contact 1-.
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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.