Customer Success Executive - Commercial

Customer Success Executive

Department: Commercial

Employment Type: Full Time

Location: London

Reporting To: Victor Babatunde

Why L ? Law Business Research offers an amazing market position, growth, collaboration and a culture shaped by core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a winner for the 2024 Inspiring Workplaces Awards. We’re proud of our inclusive and inspiring culture here at L  and we remain committed to creating a positive workplace for all our employees.

We are happy to share that we have partnered with Business Disability Forum to help us on our journey to becoming a more inclusive employer and achieving Level 2 Disability Confident Accreditation.

We also take our place in this world of ours very seriously and engage in a wide variety of charitable and community based initiatives. We work extensively with Swawou School in Sierra Leone, which we established to provide education for 120 girls, and on an ongoing basis we underwrite the school’s costs.

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, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.

Law Business Research has a portfolio of platforms serving the Legal (Private Practice, In-House), GRC, IP and Arbitration markets – all based around the provision of Intelligence, News, Analytics and tools.

We are looking to hire a Customer Success Executive to join our Engage and Index division. This role will be part of a dedicated drive for greater Customer Satisfaction and Engagement from Law firm clients using Lexology Intelligence, Panoramic, In-Depth and Index. To develop customer relationships that promote retention, improving customer lifetime value and reducing churn. You will develop a good understanding of our client’s business, overarching strategy, and objectives and use this knowledge to demonstrate the value of our products and drive adoption and engagement.

This role is key to our mission to put customers and their experience with our services at the heart of our business's drive for revenue growth.

Strong Customer Success has a direct impact on retention rates and renewals, and you will be working with our Account Managers and Business Development Teams to improve our renewal rates by volume and value.

The key responsibilities are to:

• 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.