Mgr, Professional Services & Customer Success
This leadership role is designed to manage various customer support teams in Global Customer Success (GCS). This role will be responsible for managing objectives and deliverables and aligning with the goals and initiatives of customer success, as well as various sales segments, as we partner across the business to create an excellent customer experience.
Highly motivated to exceed overall metrics related to Customer Satisfaction (CSAT), First Contact Resolution (FCR), self-service adoption, service delivery levels, and revenue growth opportunities within the scope of a matrix environment with internal and external customers.
This role should have, or be able to quickly develop, a working knowledge of all or many LexisNexis flagship products and end-to-end department functions from product development, engineering, fulfillment, cost recovery, sales, and segment. Additionally, this role requires strong technical acumen and process orientation.
ACCOUNTABILITIES:
- Establish objectives and ensure training and incentive plans are in place to assist entire functional area, including shared service business partners, with meeting and exceeding critical metrics including CSAT, FCR, Service Delivery, and revenue opportunities.
- Partner across business to increase adoption of LN products and self-service options, identify and solve problems that are impacting customers, and seek opportunities to contribute to revenue growth.
- Engage teams in committing to and delivering an exceptional customer experience – while also exceeding other priorities and goals established for the entire functional area.
- Implement and monitor processes for all reporting teams that are well-documented, clearly outlined, and adhered to – while remaining fluid and agile for continuous improvement.
- Work with GCS senior leadership and management peers to implement processes and improvements across account care, technical support and value-added technical services that align with sales and business initiatives and more efficiently drive an optimal customer experience.
QUALIFICATIONS:
- BS in Computer Science or Business (or related degree or equivalent experience).
- 2+ years leadership or supervisory experience.
- 5+ years in customer facing role or leadership of customer facing roles.
- Strong written and verbal communication skills and presentation skills.
- Strong business and technical acumen.
- Excellent analytical and problem-solving skills, strong attention to detail, and process orientation. Experience using process improvement or project management methodologies.
- 3+ years’ experience with complex business processes is required. A thorough knowledge of LexisNexis products and back-office systems (including collections and fulfillment) is preferred.
LexisNexis, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.
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