**Qualified candidates must have familiarity with CounselLink.

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

Do you enjoy working with customers to help them achieve their goals?

About our team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role 

The Client Success Manager is responsible for facilitating CounselLink product adoption and usage within a defined set of accounts as well as developing and maintaining relationships within their accounts. The result of these relationships should be better utilization of LexisNexis products (CounselLink and CounselLink CLM) and services by the customer as well as improved positioning of LexisNexis within the account from both a retention and expansion perspective.

Responsibilities: 

Create and manage Success Plans for assigned customers for both immediate and future needsParticipate in established onboarding processesDefine and oversee lifecycle processes/touch points for customers on product usage, adoption and NPSConduct regular account reviews and create standard presentation materials for the lifecycle plans/account reviews. Manage escalations as needed, including cross functional alignment to solve customer pain pointsResponsible for driving product adoption and utilization for assigned customersBe an expert on best practices in system usage and workflow optimizationDeeply understand our customers’ objectives and become a trusted advisorDetermine how to define, drive, and demonstrate the value (ROI) deliveredProvide updates on road map initiatives and how it fits into the customer’s overall plansGather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experienceMonitor product utilization trends and give recommendationsAlign with sales on renewals, up-sells and retentionEnsure cross functional hand-off from sales to PSO and Customer SupportGain knowledge of business initiatives and feed back to Product Management for alignment on future roadmap plans

Requirements:

Proficiency with CounselLink (REQUIRED) and Amazon QuickSight (preferred)Bachelor’s degree or equivalent experience3-5 years of experience in a business environment in consulting, sales, information industry or technology industryDemonstrated ability of consultative approach to uncover customer’s needs and problem resolutionAbility to investigate for greater and more accurate understanding of the situation to better address problems or opportunitiesIn depth industry knowledge and the ability to quickly develop an in depth understanding of LN products and servicesExperience working in a team in a highly complex matrixed corporate environmentStrong oral and written communication skills as well as presentation skillsStrong time management and organizational skillsUnderstanding and expertise in computer hardware and software including Windows 11, Excel, Outlook, PowerPoint, Word, and the Internet

Work in a way that works for you

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

Working For You

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
● Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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.

LexisNexis, a division of RELX, is 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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