Customer Success Consultant

Job description

Customer Success Consultant- Legal Do you have experience in Legal Industry? Do you have Experience in customer success, customer engagement? About our Team: LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. About the Role: We are looking for Law Graduate as the Customer Success Consultant. He/ She will play a critical role in driving customer adoption, engagement, and business growth across India. This role will focus on designing and executing end-to-end customer success programs, improving product usage, supporting AI adoption, strengthening customer relationships, and partnering closely with Sales, Marketing, Product, and Customer Support teams to drive commercial success and net POS growth. The role requires a customer-centric professional who can analyze customer needs, gather market insights, lead feedback initiatives, develop customer engagement programs, and deliver impactful training to improve adoption, satisfaction, loyalty, and brand awareness. Responsibilities: 1. Customer Journey and Success Program Design • Design and develop end-to-end customer journey and success programs to enhance customer experience, adoption, and satisfaction. • Define customer segments based on agreed criteria such as customer importance, growth potential, and business opportunity. • Map customer journeys and identify relevant touchpoints that impact customer needs, satisfaction, and product engagement. • Develop customer engagement strategies and execute initiatives that improve customer stickiness, satisfaction, and long-term value. 2. Product Adoption, UAT, and Customer Insights • Lead product UAT and customer feedback sessions to gather insights and channel relevant feedback to internal teams. • Work closely with Product, Sales, Marketing, and Customer Support teams to design strategies, value-added services, product offerings, and pricing approaches. • Drive adoption of products and AI solutions in India in collaboration with Sales and internal stakeholders. • Support initiatives that improve product usage, customer satisfaction, account value, and customer spend. 3. Data Analysis and Strategic Recommendations • Analyze customer service data, customer observations, market trends, and reports to identify improvement opportunities. • Provide process improvement and sales improvement recommendations based on insights and trends. • Collaborate with subject matter experts, Marketing teams, and Management to develop and implement improvement plans. 4. Customer Development Initiatives and Brand Engagement • Drive Customer Development Initiatives, focus group sessions, and programs to better engage customers and support product improvement. • Engage with external key stakeholders to gather market intelligence, strengthen strategic relationships, and develop business opportunities. • Develop and run customer value-add programs that drive loyalty, brand awareness, and customer engagement. 5. Training, Enablement, and Adoption Support • Develop, plan, and conduct onboarding, refresher, and role-relevant training sessions to drive adoption and usage of products, solutions, and content. • Create training resources and materials, including online and digital media, for customer training and sales enablement purposes. • Conduct sales training needs assessments and enablement sessions to identify requirements for new program development. • Provide technical product training to internal teams and customers, as required. Requirements: • Law degree, other qualification can be considered • Min 3 years post-qualifying experience in legal industry • Experience in customer success, customer engagement, product adoption, training, sales enablement, or related business functions. • Strong ability to design customer journeys, success programs, and engagement frameworks. • Ability to analyze customer data, market trends, and operational insights to recommend improvement strategies. • Experience working cross-functionally with Sales, Marketing, Product, Customer Support, and subject matter experts. • Strong stakeholder management skills with the ability to engage internal and external stakeholders. • Ability to lead customer feedback sessions, UAT activities, focus groups, and insight-gathering initiatives. • Ability to develop training content, digital resources, and customer enablement materials. • Commercial mindset with an understanding of adoption, customer loyalty, account growth, and POS growth. Work in a way that works for you: We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistan