Customer Success Manager

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About our Team:

Our Customer Success team enhances customer satisfaction, identifies opportunities, and plays a vital role in retaining clients. We offer personalized guidance, contribute to product improvements, and advocate for the customer. Our impact extends beyond individual interactions, positively influencing business growth.

About the Role:

The Customer Success Manager(CSM) is an individual contributor responsible for the operational delivery of all customer engagement activities for a portfolio of customer accounts. The CSM will be an expert on the customer workflow, integration, and configuration of each assigned account. This role delivers value to customers as the primary daily contact for their assigned customer accounts. 

You will be responsible for:

• Becoming an expert in Human API’s product and what it means to deliver real customer success.  
• Being accountable for the onboarding, training, implementation, support, account management, renewals, expansions, and advocacy for all your customer accounts.

• Being primary point of contact for the customer and escalation points.

• Coordinating and managing solution implementation process.

• Updating and monitoring key metrics for your assigned customer account portfolio.

• Coordinating with Customer Operations to ensure the ongoing service and support for the customer portfolio. 
• Aligning Customer Success activities with customer and organizational goals.
•  Representing the voice of the customer and helping influence every core Product, Marketing, and Sales process.

• Performing all other duties as assigned.

Qualifications:

• Have expert written and oral communication skills, able to understand and speak to different audiences (internal and external.)
• Have 5+ years in Customer Success, Account/Relationship Management, or similar roles 

• Have meticulous record-keeping skills; highly organized and detail oriented.

• Have the ability to manage multiple and concurrent (often competing) priorities.

• Have advanced critical thinking and problem-solving skills, focus on continuous improvement.

• Have technical competency and aptitude with software applications, tools, and internal systems.

• Have empathetic and positive attitude with a desire to make customers successful.

• Have effective project management and expectation setting, ability to prioritize and delegate task execution.

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

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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