Customer Success Analyst

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

LexisNexis Coplogic is hiring in the Philippines for a Customer Success role focused on outcomes, adoption, and retention. You will monitor usage signals, coordinate training, and gather structured feedback to guide product roadmaps and engagement strategies.

You will partner with sales and support teams to identify expansion opportunities and create customer health maps for leadership review. The role emphasizes data-driven customer care, proactive outreach, and strong communication across

Qualifications

• Bachelor's degree or 2 years completed college; no back subjects.
• 2-3 years experience in customer support/retention and related areas.
• Clear written and verbal communication with customers.
• Strong problem-solving and proactive issue resolution.
• Ability to manage multiple inquiries and prioritize tasks.
• Familiar with CRM systems like Salesforce.
• Proficient in MS Office tools (PowerPoint, Excel, Teams).
• Awareness of AI tools to support workflows and business objectives.

Responsibilities

• Define customer success outcomes with measurable targets.
• Monitor account health and retention risk and intervene as needed.
• Use data to surface adoption insights and inform roadmap.
• Lead VOC collection and analysis for feedback-driven decisions.
• Strengthen adoption through training and enablement.
• Support sales with customer intelligence and references.
• Provide leadership visibility and customer mapping insights.

Skills

Strong communication

Problem solving

Multi-tasking

CRM familiarity

MS Office

AI tools

Customer-first mindset

Enterprise AI tools

Education

Bachelor's degree or 2 years college

Tools

Salesforce

MS Copilot

Job description

Accountabilities and Responsibilities

1. Define Customer Success Outcomes Up Front

• Establish clear success outcomes for the role, including customer retention, adoption growth, reduced at-risk accounts, stronger agency references, improved training engagement, and more consistent Voice of Customer documentation.

• Define measurable targets and review cadence, including monthly or quarterly progress reviews, year-over-year report upload comparisons, reduced cancellations, documented VOC volume, and total outreach expectations per account.

2. Monitor Account Health and Retention Risk

• Track system usage and/or crash upload frequency for current customers, particularly agencies with 1–40 sworn officers and collaborate with Support and Implementation teams when intervention is needed.

• Identify accounts showing signs of disengagement, including agencies with no or limited usage and/or upload activity for an extended period, and apply defined re-engagement rules, outreach attempts, and follow-up cycle times.

3. Use Data to Surface Adoption Insights

• Monitor available account health and usage indicators, including Power BI reporting, last use and/or upload dates from LexisNexis Coplogic suite of products used by the customer BuyCrash or Command Center, and other available adoption signals.

• Use data to distinguish current customer needs from anticipated needs, helping the business move from reactive support toward proactive customer care and feeding after go-live.

4. Lead Voice of Customer Collection and Analysis

• Obtain structured customer feedback through surveys, feedback sessions, calls, emails, and Teams meetings to identify patterns that inform roadmap prioritization and emerging customer risks.

• Collect feedback from recently implemented agencies to identify gaps across the sales cycle, agreement process, implementation experience, and launch readiness.

5. Strengthen Adoption Through Training and Enablement

• Coordinate refresher training for current customers as needed across LexisNexis Coplogic suite of products for agencies 1-40 sworn. REPH products, starting with BuyCrash and Command Center.

• Validate customer-facing adoption enablers, including checking agency websites to confirm visible LexisNexis Coplogic suite product BuyCrash link placement.

6. Support Sales and Growth Through Customer Intelligence

• Identify trends from benchmarking analytics that may help Sales develop stronger customer stories for prospects and expansion opportunities.

• Seek out agency references that can support cross-selling, RFP responses, and regional selling efforts.

7. Provide Leadership Visibility and Customer Mapping

• Partner with Coplogic BU leadership to create and maintain a visual map of current entire LexisNexis Coplogic customers by state.

• Provide recurring insights to leadership on customer health, adoption trends, VOC themes, training needs, account risks, and potential revenue protection opportunities.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)

• 2-3 years relevant experience in customer support and management, retention etc.

• Strong communication skills (verbal and written), with the ability to explain complex information in a clear andcustomer-friendly manner

• Excellent problem-solving skills with a proactive approach to resolvingcustomerissues.

• Ability to handle multiple inquiries and prioritize tasks effectively

• Ability to handle standard sales processes with confidence and attention to detail

• Familiarity with CRM systems orcustomersupport platforms (e.g. Salesforce)

• Proficient in MS tools and applications (Powerpoint, Excel, Teams etc.)

• Familiarity with AI tools and applications (MS Copilot, etc.) to support business objectives

• Acustomer-first mindset, with a high level of empathy and patience

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.