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Customer Success Executive

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Law Business Research

3mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Legal
  • London

AI generated summary

  • You must communicate well across all channels, engage clients proactively, be self-motivated, detail-oriented, organized, adaptable, and able to work independently or in a team while being an active learner.
  • You will engage clients, deliver training, onboard users, manage reports, and ensure CRM accuracy, while collaborating across teams to enhance product value and customer experience.

Requirements

  • Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
  • Proactive Client Engagement
  • Self-motivated and driven
  • Problem solving
  • Excellent attention to detail and ability to plan and prioritise workload
  • Highly organised and adaptable to emerging priorities
  • Ability to work independently as well as within a team environment
  • Active learner

Responsibilities

  • Customer Expert - Develop a deep understanding of clients' businesses, strategies, and objectives, using this knowledge to drive product adoption and demonstrate value.
  • Product Expertise - Deliver impactful training sessions to clients and provide demo support to the sales and account management teams.
  • Cross-Organizational Collaboration - Build strong relationships with key stakeholders across sales, account management, editorial, content, marketing, finance, product, and other relevant departments.
  • Client Onboarding - Onboard new accounts and users, gaining insights into their goals to ensure they quickly realize the value of their investment in our products.
  • Document regular processes and answers to common questions to build a comprehensive knowledge bank.
  • Achieve all identified customer touchpoints, ensuring consistent and effective engagement.
  • Serve as a primary point of contact for inbound client queries.
  • Usage Reporting and Metrics - Manage the delivery of client usage reports and review metrics to assess account health, providing relevant support as needed.
  • Assist the sales and account management teams throughout system renewal cycles.
  • Ensure the CRM is kept up-to-date, with accurate and reliable information.
  • Collaborate with the Customer Support team to ensure subscriptions are fulfilled as booked.
  • Lead conversations with clients to understand requirements for successful fulfilment.
  • Ensure a positive customer experience, capturing and sharing product improvement feedback with the team.
  • Develop strong relationships with existing clients and key contacts, sharing valuable insights with internal stakeholders.

FAQs

What is the main goal of the Customer Success Executive role?

The main goal is to develop customer relationships that promote retention, improve customer lifetime value, and reduce churn, while providing a positive customer experience.

What key responsibilities will I have in this role?

Key responsibilities include understanding clients' businesses, delivering training sessions, onboarding new accounts, managing client queries, and collaborating with various internal teams to ensure customer satisfaction.

What qualifications or skills are important for this position?

Important skills include effective communication, proactive client engagement, self-motivation, problem-solving abilities, attention to detail, organizational skills, and the ability to work independently as well as in a team.

What benefits are offered to employees?

Benefits include eye care, an employee assistance program, a day off for your birthday, pension contributions, life assurance, private healthcare after one year, and various wellness-related allowances and perks.

How does Law Business Research support employee wellbeing?

LBR offers a £350 annual wellbeing allowance, access to gym memberships, and Puregym access, among other wellness initiatives.

Is the company focused on inclusivity?

Yes, Law Business Research is committed to being inclusive and accessible, as evidenced by their partnership with the Business Disability Forum and their participation in the Disability Confident Scheme.

What is the onboarding process for new accounts?

The onboarding process includes gaining insights into clients' goals to ensure they quickly realize the value of their investment in the products.

Are there opportunities for professional development and mentoring?

Yes, there are opportunities through a mentoring scheme and various employee affinity networks to support professional development.

Does the company offer flexible working arrangements?

Yes, the company allows work from anywhere for two weeks and supports a hybrid work model.

How does LBR engage with the community?

LBR engages in charitable initiatives and community projects, such as underwriting the costs of the Swawou School in Sierra Leone, which provides education for 120 girls.

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Law Business Research

Law
Industry
201-500
Employees

Mission & Purpose

Law Business Research (LBR) is a technology-enabled information services business powering the global legal industry with intelligence, analytics and performance data. We are a fast-growing, innovative company with a dynamic and diverse culture, and we take great pride in delivering a world-class, cutting-edge service to our global clients. By applying the latest technology to the fast-moving legal world, we enable our users to find their competitive edge and decide with confidence, armed with the insight they need. LBR delivers trusted intelligence and insight to users around the world through a range of tools and platforms that combine proprietary data and unique analysis. We make sense of complex, fast-changing information and enhance critical decision-making. With an international team of over 500 experienced professionals, LBR has a proven track record of informing, engaging and connecting legal practitioners. Our specialist platforms help clients enhance their decision-making, manage legal risk and drive improved performance.

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