Hybrid Customer Success Executive

at Law Business Research

• Job title: Customer Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Executive managing relationships and engagement for legal intelligence platforms. Focused on client satisfaction, retention, and driving product adoption in a hybrid work environment.

Responsibilities

• Develop a deep understanding of clients' businesses, strategies, and objectives, using this knowledge to drive product adoption and demonstrate value.
• Deliver impactful training sessions to clients and provide demo support to the sales and account management teams.
• Build strong relationships with key stakeholders across sales, account management, editorial, content, marketing, finance, product, and other relevant departments.
• 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.
• 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.

Requirements

• Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
• Proactive Client Engagement
• Self-motivated and driven
• Problem solving
• Excellent attention to detail and ability to plan and prioritise workload
• Highly organised and adaptable to emerging priorities
• Ability to work independently as well as within a team environment
• Active learner

Benefits

• Eye care
• Employee Assistance Programme
• A day off for your birthday
• Pension (4% employer contribution and 4% employee contribution)
• Life assurance
• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
• Puregym access
• Perks at work platform access
• Company socials
• Access to Employee Affinity Networks
• Mentoring scheme
• Volunteering Day
• Mortgage Advice
• Work from anywhere (2 weeks)
• Generous parental leave