Official Specifications
Role Overview & Mandate
Executive Summary
Description Law Business Research (LBR) is a technology-enabled information services business...
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Description
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 and we take great pride in delivering a world-class, cutting-edge service to our global clients. We support a diverse and inclusive workforce, and welcome applications from different backgrounds.
We are seeking a Senior Customer Success Executive to join the well-established team working on our market leading Lexology Inform product. In this role you will become a proactive and enthusiastic product and client expert, with an important role in putting our customers and their experience with our services at the heart of our business.
You will have a keen attention to detail and use your verbal and written communication skills to build rapport with both new and existing customers and take an active approach to problem-solving to demonstrate value and drive adoption of our services.
Key Responsibilities
- Responsible for providing an excellent customer experience for our Lexology Inform product, working alongside our Content and Account Management teams
- Designing and delivering high-quality customer training programmes
- Delivering a seamless and memorable onboarding programme to new customers and regular touchpoints thereafter
- Working in close collaboration with Account Management and Business Development teams to identify growth opportunities
- Responsible for updating the group CRM system to capture accurate information
- Developing an excellent understanding of the key markets we operate in
Skills, Knowledge and Expertise
- At least 2 - 3 years Client Services or Junior Account Management experience, ideally within a professional environment
- Ability to provide product training to clients
- Excellent verbal and written communication skills
- Strong relationship building and negotiation skills
- Proficient in analysing and interpreting data
- Ability to upsell into clients through strong customer service
- Experience of using Service Cloud or other helpdesk systems is preferable
Benefits
The opportunity to join a collaborative and positive team and we can offer you a rewarding career with personal and professional development in addition to a competitive salary with an excellent benefits package that includes:
The time for our employees to switch off through using their 25 days annual leave allowance, company wide holidays, a day off on their birthdays and an early finish at 3pm on a Friday throughout the summer months.
Wellbeing is a key focus at LBR where employees can access a physical wellbeing allowance of £350 per year, annual wellbeing days and a cycle to work scheme.
We provide health and reassurance through our private healthcare scheme, a life assurance benefit and a 4% pension contribution.
We want all employees to be happy and have fun at LBR through regular social events, a volunteering day, recognition awards and a perks at work discount site.
About Law Business Research
Law Business Research is a technology-enabled information services business powering the global legal industry with intelligence, analytics and performance data.
We deliver must-have intelligence to our clients when they need it, through a combination of time-sensitive insight, proprietary data and analytics, expert research, and sophisticated tools.
Please visit our website for more information.
We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
Please visit our website for more information.
We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
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