Customer Success Consultant

LexisNexis; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

LexisNexis Legal & Professional is seeking a Customer Success professional to lead metrics-driven customer success programs. You’ll manage a cross-functional team across Sales, Product, CS and GOTC to map customer journeys for prestige, new onboarding and win-back programs.

You will provide data-driven analysis, develop engagement strategies, and drive CDI and focus groups to improve product development and account value. Strong communication and ownership are essential.

Qualifications

• Bachelor’s Degree with legal qualification; PQE 3+ years in law firms preferred.
• Excellent communication, influencing and interpersonal skills.
• Experience in customer engagement with strong probing skills to understand customer pain points.
• Strong analytical thinking with attention to detail in reports and data.
• Independent ownership of work streams and deliverables.
• Proficiency in Excel, PowerPoint, CRM and reporting tools.

Responsibilities

• Design end-to-end customer journey and success program; map segments and touchpoints for Print & Online products.
• Work with Product, Sales and Marketing to design strategy, value-add services and pricing to drive stickiness and satisfaction.
• Lead CDI, product UAT and feedback sessions; channel insights to product/tech teams.
• Engage with external stakeholders to gather market intelligence and develop business opportunities.
• Develop and run customer value-add programs to drive loyalty and brand awareness.
• Deliver onboarding and training sessions to drive adoption and usage of LN’s product and content.

Skills

Customer engagement

Communication

Interpersonal skills

Analytical thinking

Project ownership

Team collaboration

Probing skills

Education

Bachelor’s Degree with legal qualification

Tools

Excel

PowerPoint

CRM

Reporting tools

Job description

About Our Team

LexisNexis Legal & Professional is a leading provider of legal data and information services. We specialise in delivering accurate, comprehensive, and timely legal content to professionals across various industries, including law firms, corporations, and government agencies. The purpose of this role is part of Customer Success team that drives customer success through better servicing and retaining customers.

This role has 3 major responsibilities: i) to map out customer journey, understand customers’ pain points and address them with effective solutions; ii) to track customers’ usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers.

About The Role

This role will be accountable for the metrics-driven customer success program, leading a cross-functional team (Sales, Product, CS, GOTC) who will each be responsible for their respective action in delivering customer-focused servicing. This team will map out a few customers’ journey for a) prestige customer group, b) new customers on-boarding, c) win-back program, etc.

Responsibilities

Design and develop end-to end customer journey and success program

• Define customers segments based on set criteria indicating customer importance, growth potential
• Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
• Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickiness and satisfaction
• Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
• Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)

Provide insightful data analysis

• Tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.

Drive CDI and programs to better engage customers & build LN brand

• Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
• Develop and run programs for customer value-add and drive loyalty and brand awareness
• Drive CDI and focus group sessions to assist with product development and improvement initiatives, and to increase account value and customer dollar spend

Provide the right training sessions to induce more customers’ usage

• Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
• Develop resource and material (online, digital media) to be used for education, customer training and sales enablement purpose
• Develop customer engagement strategy and execute accordingly
• Conducts sales training needs assessments, sales enablement sessions and analyzes employee training needs to determine requirements for new program development

Requirements

• Bachelor’s Degree with legal qualification
• Minimum 3 years of post-qualification experience (PQE), preferably in law firms
• Understanding of SEA’s legal market and legal persona
• Independent ownership of work streams/projects and deliverables
• Excellent communication, influencing and interpersonal skills
• Experience in customer engagement, with strong probing skills to understand customers’ pain points
• Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools
• Strong analytical thinking with attention to detail in reports, financial and operational analysis, and interpretation of information and statistical indicators
• Strong ability to collaborate internally with stakeholders across sales and corporate functions
• Passion for commercial processes and systems that are effective and efficient

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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.