Subscription Retention Consultant

Do you enjoy collaborating with teams and customers to deliver on common goals?

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

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

As a Subscription Retention Consultant, you will be responsible for maximizing customer loyalty. You will also drive revenue through effective subscription retention strategies. Your role involves building solid relationships with customers to ensure they derive optimal value from LexisNexis products and services. You will also focus on achieving targets related to new sales, upsells, and reinstatements.

Responsibilities

•    Serving as a brand ambassador embodying company values while meeting and exceed call rate and cancellation investigation targets.
•    Achieving monthly subscription reinstatement goals and attain annual targets for incidental new sales and conversion of pending and credit leads.
•    Ensuring timely logging of reinstatement orders in CRM/Peoplesoft on a weekly basis and contacting cancelled subscribers as per database leads.
•    Updating CRM with accurate cancellation codes and correct records while preparing follow-up reports for proactive retention measures on products not reinstated.
•    Maintaining professional telephone and written correspondence etiquette
•    Taking ownership of customer requests, coordinating with other departments as needed to resolve issues within specified timeframes.
•    Following up with customers to ensure their needs have been fully met including identifying and recommending improvements to existing procedures and systems.
•    Attending product, technical, CRM/Peoplesoft, and procedural training sessions as required and stay informed about relevant products.

Requirements

•    Have 2-5 years of experience in sales and customer service role.
•    Must have been in a retention role previously (preferably).
•    Have experience with systems training e.g CRM, PeopleSoft, BI
•    Be familiar with working in a changeable, constantly evolving and rapidly growing product sales environment.
•    Be able to interact with customers in a consultative approach and problem-solve.
•    Display exceptional interpersonal and communication skills including ability to collaborate effectively.
•    Be a self-starter with a consistent track record in a target driven environment
•    Have a positive attitude, resilience, and be willing to continuously learn.

Work in a way that works for you

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

•    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.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

•    Medical Aid
•    Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
•    Modern family benefits, including adoption and surrogacy
•    Study Leave

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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