As a Customer Success Associate, you will provide ongoing faculty support, assist internal teams, and coordinate services/processes. Excellent onboarding and support create high faculty satisfaction, product optimization, and reductions in customer churn. Our customers are Nursing and Allied Health programs at universities and colleges.

Accountabilities: 

Support Tier 3 level faculty by responding to faculty emails and requests in a queue-based systemRespond effectively to inbound customer inquiries and concernsCoordinate scheduling virtual meetings for Customer Success ManagersSupport Customer Success managers by assisting with initiatives, completing tasks, and updating internal product/process documentationEnact established customer journeysMonitor product usage to identify intervention opportunitiesIdentify churn risks and upsell opportunities for sales teamServe as a product expert by staying up to date on product offeringsDocument faculty interactions and market feedbackFacilitate answering internal product questionsAssists internal teams with making edits to customer-facing product training materials and resources Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports.

Qualifications:

Bachelor’s Degree holder or Undergraduate1-2 years relevant experienceExperience handling inbound calls and email supportProficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word) required.Attention to detail.Ability to meet deadlines.Analytical and problem-solving skillsStrong organization and administrative skills Strong verbal and email communication skillsEmail communication skills, strong writing skills

Additional for internal applicants:

Must be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthMust have a Successful or above rating in the last Enabling Performance cycle

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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