The CSM role works continuously with our clients to drive the utilization of LexisNexis Risk Solutions products across various platforms to create positive business outcomes.
Accountabilities
- With emphasis on the client experience, engages with clients post-implementation to address product performance inquiries and ensure ROI has been met.
- Optimizes every client contact to assess additional client needs and uncover additional sales opportunities.
- Prepares client correspondence per established communication plan and communicates regularly with clients, both proactively and on demand.
- Resolves service delivery or quality problem issues raised by clients and works with internal teams to respond to these issues, including participating in problem resolution process with support teams. Ensures appropriate resources remain focused on issue resolution; escalating roadblocks through management teams as needed.
- Effects change within the team and in cooperation with other internal teams through persuasion
- Product Focus: a) Collaborates with the product team to further develop knowledge of particular solutions to enhance the client's experience with LNRS; b) serves as subject matter expert on solution trends, performance, configuration and impacts to changes in the production environment; c) ensures continuous improvement by identifying changes in performance, completing and documenting analysis and drive enhancements to production; d) demonstrates in-depth knowledge of three or more LNRS products.
Qualifications
- Education: Bachelor's degree in the information technology industry or 5 years industry experience.
- Industry Experience: 5-8 years of industry experience. 5-8 years client-facing experience preferred.
- Travel: Must be able to travel up to 25% of the time. (Post COVID Restrictions)
- Consultative Ability: Advanced consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.
- Client Service Orientation: Advanced ability to use data quality concepts and tools to effectively resolve client issues, while valuing client needs as high priority.
- Innovation: Strong affinity to try new methods and new approaches to problem solving.
- Planning / Organization: Strong organizational and project management skills.
- Presentation Skills / Communication: Advanced oral and written communication skills; must be able to communicate technical concepts to both technical and non-technical audiences. Advanced ability to deliver client presentations via the telephone and in-person to individuals at all levels of an organization
- Problem Solving / Judgment: Advanced analytical and problem solving skills as well as the ability to understand and think analytically about complex business problems
- Relationship Building: Standard ability to collaborate and interact with internal and external clients.
- Results Orientation: Strong time management skills and strict adherence to timelines, with the ability to operate within a structured approach and to deliver results. Possesses the ability to prioritize and handle multiple requests concurrently. Self-motivated.
- Teamwork: Advanced ability to work in a team environment, by soliciting input and feedback. Deals effectively with conflict.
- Demonstrates ability to work well under pressure, sense of purpose, drive, motivation, coachability, competitiveness, curiosity, accountability and integrity. Candidate must possess a positive attitude, and winning spirit.
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. 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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