Customer Onboarding Specialist

Responsibilities

• Delivering superior client service and ensure each customer interaction reinforces confidence in Lexis Nexis.

• Managing and coordinate onboarding activities as the customer’s primary point of contact, guiding them through both live and digital touchpoints.

• Utilizing automation tools, workflow platforms, and AI-assisted onboarding processes to streamline customer setup and reduce time-to-value.

• Diagnosing and resolve issues using department tools, resources, and business judgment, escalating unresolved matters when appropriate.

• Monitoring and optimizing digital onboarding journeys, identifying friction points and recommending improvements.

• Creating onboarding documentation, digital guides, and AI-enhanced self-service training materials that support scalable customer success.

• Using generative AI solutions to accelerate content creation, analyze customer inquiries, and enhance knowledge resources.

• Leveraging onboarding analytics and dashboards to track progress, measure customer engagement, and propose enhancements.

• Collaborating with cross-functional teams to evolve onboarding workflows, automation capabilities, and customer experience technologies.

• Serving as a role model demonstrating continuous improvement, professionalism, and alignment with company objectives.

• Promoting excellence through high productivity, accuracy, and quality-focused decision-making.

• Working effectively as part of a team, fostering collaboration and proactively supporting team initiatives.

• Be fluent English proficiency.

• Have a bachelor’s degree or equivalent work experience.

• Have great communication skills and a professional, customer-centric disposition.

• Be detail orientation with the ability to follow structured processes and contribute to continuous improvement.

• Have self-motivation and strong time-management skills.

• Be proficient with Microsoft Office tools; exposure to workflow automation and digital onboarding tools is highly desirable.

• Have experience with CRM systems; familiarity with automation platforms (e.g., Salesforce automation) is a plus.

• Have interest or experience in applying generative AI tools for content creation, analysis, or customer engagement.

• Have impressive problem-solving ability and commitment to resolving customer issues efficiently.

• Have the ability to earn customer trust and foster positive relationships.

• Be willing to work effectively in a complex matrixed environment.

Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive. We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.

Lexis Nexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Primary Location Base Pay Range:
Home based-Ohio $42,200 - $70,400. U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $44,500 - $74,100. Base Pay Range for IL is $46,700 - $77,700. Base Pay Range for Chicago, IL is $49,000 - $81,500. Base Pay Range for MD is $46,700 - $77,700.

Base Pay Range for NY is $49,000 - $81,500. Base Pay Range for New York City is $51,100 - $85,200. Base Pay Range for Rochester, NY is $42,200 - $70,400. Base Pay Range for OH is $42,200 - $70,400. Base Pay Range for NJ is $50,204- $80,196. Final date to receive applications is 02/22/2026.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.  to access benefits specific to your location.

We are committed to providing a fair and accessible…