Job Description

The Customer Success Associate will be a field based, trusted advisor focused on maximizing the value that customers derive from our services and helping to ensure strong retention rates to maximize revenue. This position will require a born collaborator with strong customer-facing experience that can work to establish internal and external relationships with stakeholders at varying levels. The Customer Success Associate will also manage and deliver complex projects, to achieve customer outcomes. This role will provide an opportunity to engage in developing new processes that support in providing an excellent customer experience. Experience in financial crime compliance, fraud & identity verification or customer data management is essential to establish credibility within the market.

Main Responsibilities:

• Responsible for ensuring customers realize the value from LexisNexis Risk Solutions services in partnership with the sales team.
• Develop a trusted relationships with key customer stakeholders and executive sponsors to ensure activities are closely aligned with the customers’ business case and strategy to make certain maximum value is realized by customer.
• Drive value for customers by developing and maintaining customer success plans, chronicling a path to the customer’s desired outcome.
• Help grow and expand these relationships represented by revenue growth per year.
• Primary responsibility for customer satisfaction demonstrated through an increase in CSAT and NPS scores
• Remove roadblocks, direct customer questions to the appropriate parties, manage conflicting priorities amongst customers and coordinate internal priorities.
• Direct responsibility for operational and technical aspects of account management.
• Guide customers throughout the lifecycle journey including key touch points such as weekly/monthly cadence calls, Quarterly Business Reviews, Executive Business Reviews through the stages of customer success – win, on boarding, adoption, expansion and renewal.
• Leverage in-depth understanding of LN’s products to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers business needs and priorities
• Identify opportunities for customers to derive additional value from LexisNexis Risk Solutions through the expansion of use cases and users.
• Effectively manage customer issues, drive resolution by bringing in LexisNexis Risk Solutions resources as appropriate.
• Ensure customer feedback and challenges are continuously relayed back to the organization, championing the voice of the customer.
• Develop, prepare and nurture customers for advocacy.
• Identify gaps and recommendations for LN performance improvement on behalf of customers
• Provide suggestions on the continuous improvement and development of customer success processes, playbooks, lifecycles and opportunity for value-added touches.
• Regional travel approximately 30% of the time.

Alignment with sales

• Partner with sales team on renewal and up-sell strategy with a focus on retention.

Success will be measured on:

• Retention and growth of your customer’s annual revenue in partnership with the sales team.

Security/Training Responsibilities:

• To comply with the Company’s information security and data protection policies and the Company’s Integrated Management System (IMS) at all times
• To follow all instructions as laid out within the IMS and local instructions offered by management
• To study and be aware of relevant controls and instructions as highlighted within the IMS
• To agree to utilize and manage all assets as stipulated
• To report security and data protection events, incidents, or concerns via the standard reporting procedures as set out in the IMS
• To partake in on-going security and data protection competence tests as required
• To maintain at all times the confidentiality of all the company’s privileged data and secrets, and not to divulge the same

Financial Conduct Authority (FCA) Compliance

• To comply with the Company’s FCA policies and processes
• Attend FCA training provided by the Company, to gain awareness and understanding of the FCA principles of business at www.handbook.fca.org.uk/handbook/PRIN/2/1.html
• Perform day-to-day activities in accordance with the requirements and spirit of the FCA principles of business

Required Knowledge, Skills, and Abilities

Customer-first mindset, and the ability to deliver results on time. Experience developing and maintaining strong relationships with internal and external stakeholders of varying levels. Strong analytical & organizational skills. Self-motivated with ability to work well within a team, high levels of personal accountability. Ability to communicate effectively and persuade and influence a range of stakeholders to deliver the best outcome for customers. Creative problem solver. IT technical knowledge & process disciplines. Experience of working alongside and as part of a sales team.