Solutions Consultant- CounselLink

Reed Technology

21h

About The Position

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: The Solutions Consultant is accountable for ensuring customers realize maximum value from the full CounselLink product portfolio. By driving adoption, engagement, retention and measurable outcomes, the consultant plays a critical role in renewal success and identifying opportunities for growth within their defined customer portfolio. Serving as the customer's trusted advisor, the SCl partners closely with Account Managers and cross‑functional teams to deliver seamless experiences and ensure customers achieve their strategic objectives.

Requirements

• Have proven experience in Customer Success, Account Management or similar customer‑facing roles within SaaS or B2B environments
• Possess an excellent understanding of the subscription lifecycle, including onboarding, adoption strategies and retention drivers
• Have excellent communication and engagement skills, able to influence stakeholders at all levels
• Be analytical and data‑driven, with the ability to translate insights into compelling narratives and actionable recommendations
• Be highly organized, proactive and comfortable managing a diverse portfolio in a fast‑paced environment
• Have knowledge of Elsevier’s products and services or experience in related industries

Responsibilities

• Owning the post‑sale customer relationship, acting as the primary point of contact and strategic advisor
• Leading onboarding, ensuring customers achieve early and sustained value
• Developing and executing success plans, defining customer goals, value milestones and measurable outcomes
• Monitoring customer health (e.g. usage, adoption, engagement, NPS), proactively addressing risks and driving retention
• Delivering regular business reviews aligned to customer priorities, performance and value delivery
• Champion customer feedback, advocating for user needs and influencing product and service improvements
• Partnering with Account Managers to ensure seamless handovers, coordinated account strategy and renewal alignment
• Working with Product, Marketing and other cross functional teams to deliver an integrated customer experience
• Providing account insights, risk assessments and strategic recommendations to the Regional Manager, Customer Success (RMCS)
• Maintaining accurate customer documentation and activities in CRM and CS systems (e.g. Salesforce)

Benefits

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
• We promote a healthy work/life balance across the organization.
• With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed