Customer Success Manager

• Engaging with clients post-implementation to address product performance inquiries and ensure ROI has been met
• Optimizing every client contact to assess additional client needs and uncover additional sales opportunities
• Preparing client correspondence per established communication plan and communicate regularly with clients, both proactively and on demand
• Resolving service delivery or quality problem issues raised by clients and working with internal teams to respond to these issues, including participating in problem resolution process with support teams
• Ensuring appropriate resources remain focused on issue resolution; escalating roadblocks through management teams as needed
• Collaborating with the product team to further develop knowledge on particular solutions to enhance the client’s experience with LexisNexis Risk Solutions
• Ensuring continuous improvement by identifying changes in performance, completing and documenting analysis and drive enhancements to production

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