Customer Success Strategist

RELX (Singapore) Pte Ltd Company; Singapore; On-site; SGD 70,000 - 120,000; Full time

Job summary

LexisNexis Legal & Professional in Singapore is seeking a Customer Success professional to drive customer success through servicing and retention of Print & Online products. You will map customer journeys, track usage, and build programs to increase usage while driving thought leadership, training, and engagement across cross-functional teams.

You will lead CDI and UAT sessions, deliver data-driven insights, and collaborate with Sales, Product, and Marketing to improve pricing, offering, and

Qualifications

• Bachelor's Degree with legal qualification.
• 3+ years 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.

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

Skills

Customer engagement

Communication skills

Analytical thinking

Team collaboration

Problem solving

Interpersonal skills

Education

Bachelor's Degree in Law

Tools

Excel

PowerPoint

CRM

Reporting tools

Job description

LexisNexis Legal & Professional in Singapore is seeking a Customer Success professional to drive customer success through servicing and retention of Print & Online products. You will map customer journeys, track usage, and build programs to increase usage while driving thought leadership, training, and engagement across cross-functional teams.

You will lead CDI and UAT sessions, deliver data-driven insights, and collaborate with Sales, Product, and Marketing to improve pricing, offering, and