Customer Success Executive

LexisNexis Risk Solutions•New York, NY

2d•$46,400 - $77,500

About The Position

Reporting into the Customer Success & Delivery Leadership Team, the Customer Success Executive will be responsible for supporting all incoming account and user enquiries through our helpdesk communication channels and take on responisibility for a group of accounts and the digital experience we provide them.

Requirements

World class customer service skills.
Relationship builder.
People orientated, excellent listening and communication skills.
Commercial acumen.
Excellent time management.
PC literate.
Highly motivated.
Able to acquire an effective working knowledge of the Brightmine product portfolio.
Able to build and maintain relationships with external and internal stakeholders.

Responsibilities

Ensure all helpdesk enquiries (email, phone, and live chat) are dealt within the required service level agreement.
To provide a world class customer service experience.
To take responsibility for the Brightmine customer engagement webinar programme, providing clear training delivery and engagement.
Providing dedicate training to users on a required basis.
To review all helpdesk enquiries and ensure that these are resolved to a high standard, whilst keeping the user informed at every stage.
To review all helpdesk enquiries and ensure that these are resolved to a high standard, whilst keeping the user informed at every stage.
To ensure an accurate record of all customer engagement is logged in accordance with the Customer Success & Delivery expectations.
Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.
To identify upsell/cross-sell opportunities where appropriate.
Provide key insights back to the business on trends seen in the enquiries received, to support future process and product development.
Reports to the Customer Success & Delivery leadership team on activity delivered.