Customer Success Manager

Do you enjoy building solid internal and external relationships resulting in growth?

Do you enjoy collaborating cross-functionally to deliver on common goals?

About Us

LexisNexis, a part of RELX, is a leading global provider of legal, regulatory, and business information. We help customers increase productivity and improve decision-making and outcomes. Our 10,500 experts and innovative tools help us shape a better world for our customers and communities.

About The Role

Combining relationship management with subject matter expertise, the Customer Success Manager (CSM) maximizes the value of our solutions by driving successful outcomes for customers, helping them optimize workflows, and transforming their approach to online research. By delivering an exceptional customer experience, they support customer retention and contribute to business growth. Additionally, the CSM develops, implements, and/or delivers technical training related to the organisation’s products. They collaborate with product development teams to update training materials, ensuring accuracy and effectiveness of courseware and supporting resources aligned with new product releases. The CSM may also provide technical product training to internal staff, such as customer service teams, engineers, and sales personnel, as well as to customers, ensuring a comprehensive understanding and effective use of solutions

Responsibilities

• Develop professional expertise within your discipline, expanding your capabilities and knowledge.
• Adhere to guidelines and procedures to resolve issues, working with moderate guidance.
• Train and mentor new colleagues.

Requirements

• Possesses working knowledge of core concepts and procedures, handling a variety of routine tasks and customer interactions.
• Demonstrates understanding of key business drivers and applies this insight to enhance customer satisfaction and success.
• May assist in onboarding and training new team members; provides input for performance reviews and development.
• Utilizes established processes to resolve routine or standard customer issues efficiently.
• Works with moderate guidance, ensuring consistent delivery of customer support and solutions.
• Communicates complex information effectively, explaining product features and solutions clearly to customers in straightforward situations.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Benefits

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:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

About The Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.