Customer Success Executive
Law Business Research
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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About the role
- 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.
- 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.
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
Benefits
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Applicant Tracking System Keywords
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Soft Skills
effective communicationproactive client engagementself-motivatedproblem solvingattention to detailplanningprioritizationhighly organizedadaptabilityteamwork