Job details

Customer Success Manager

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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. https://risk.lexisnexis.com/insurance

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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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$80000 / YEARLY (est.)

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$70000K

$90000K

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What You Should Know About Customer Success Manager, RELX

If you're passionate about ensuring top-notch service delivery and love solving problems while collaborating with others, LexisNexis Risk Solutions has a fantastic opportunity for you! We're looking for a Customer Success Manager in Georgia to join our dedicated team. As part of our Customer Success crew, you’ll play a vital role in keeping our clients delighted and engaged. Your primary responsibility will be to oversee a portfolio of customer accounts, ensuring they get the most out of our insurance risk solutions. With your expertise in customer workflows and technology, you'll be the go-to contact for everything from onboarding and implementation to account management and support. You’ll also champion the voice of the customer within our organization, contributing to product improvements and business growth. Your meticulous attention to detail, strong communication skills, and ability to juggle multiple priorities will shine in this role. Plus, we're committed to your well-being with fantastic health benefits, a supportive workplace, and an inclusive culture that embraces diversity. If you're ready to make an impact and help customers thrive, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at RELX

What are the responsibilities of a Customer Success Manager at LexisNexis Risk Solutions?

The Customer Success Manager at LexisNexis Risk Solutions is responsible for managing the operational delivery of customer engagement activities. This role includes onboarding new clients, providing training and support, managing account renewals and expansions, and acting as the primary point of contact for customer inquiries. You'll coordinate solution implementation processes, monitor metrics for assigned accounts, and align activities with both customer and organizational goals.