Manager I, Customer Support/Ops

LexisNexis, a division of the global publishing company Reed Elsevier Plc (FTSE 100), is a leader in professional publishing and a pioneering solutions provider. We are looking for a Customer Success Manager to actively support new business customers within the Legal, Corporate, Government, Academic and any adjacent markets that can be identified with a need for the solutions provided by LexisNexis across Europe and Africa. Responsibilities Owning the client transition from the sales process to successfully launching as an active client offering LexisNexis services Owning the account management and ongoing client relationship to deliver outstanding customer service, drive renewals, client growth and retention Manage customer experience and partner with Account Director (AD) to ensure value delivery of our Solutions Build strong relationship with Account Directors (AD), partner with them on prioritized accounts and build a custom action plan to drive overall customer adoption, enhance customer success, and mitigate customer churn risk Maintain healthy customer engagement levels by analyzing engagement metrics in order to identify customers in need of product education through account level onboarding, implementations and product utilization and engagement and/or consultation and drive best practice usage of the Learning Center Collaborate closely with the sales, marketing, user engagement and coaching delivery teams on client deliverables, custom requests, ongoing and ad hoc reporting and analysis and managing timeline/successful roll out of initiatives and campaigns Scope and project manage client strategic objectives and key programs Manage quarterly business review (QBR) process and all related data retrieval, review, analysis and client reporting. Deliver meaningful customer meetings, including Success Planning, Success Review and/or Value Review for Talent solutions Act as a trusted advisor to customers to drive product adoption and ensure they leverage the solution to achieve agreed on operational priorities, leading to full realization of business value Contribute to the continued evolution of our growing business and of the Customer Success Team Maintain deep knowledge of our products and insights to serve as a thought leader and demonstrate best practices to users and champions to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs Interpret customer insights through research and industry knowledge to drive change in product and act as the voice of customer to Product Marketing Managers / Product team. Lead customer engagements with insights through customer research, industry-specific trends and story telling. Utilize methodology and internal tools to ensure all strategic accounts are being outreached timely and the relationship is properly managed with customers Requirements Fluency in English and French; additional languages highly desirable Bachelor's degree or equivalent 4+ years of B2B client facing customer service, client relations and/or account management experience Strong client specific and aggregate data reporting and analysis skills Experience with modern cloud based workforce systems and tools including Google Workspace and Slack as well as CRM systems like Hubspot/Salesforce Ability to thrive in a fast paced and deadline driven environment Strong written and verbal communication skills Strong prioritization, organization and project management skills Ability to travel as necessary Genuine interest in the mission of LexisNexis and in being a part of something bigger than any one person or business group We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. #J-18808-Ljbffr