Sales Ops
Customer Relationship Manager, LexisNexis Risk Solutions (Hybrid)
* Location: Cardiff, Vale of Glamorgan, United Kingdom
* Contract Type: Regular
* Schedule: 37.5
* Job ID: R92146
This opportunity is all about great customer service; this is not a sales or management role.
About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation, and Customer Data Management. You can learn more about LexisNexis Risk at the link below: LexisNexis Risk.
About the Team
The team is a strong unit and very accountable for their own performance. We work in an environment that empowers our employees and provides everyone an opportunity to deliver the best possible experience & share ideas to drive continuous improvement.
About the Role
The primary responsibility of the Customer Relationship Manager position is to provide an excellent customer experience for both prospective businesses & existing customers. We achieve this through constant collaboration with our sales teams & internal stakeholders to ensure the business is achieving revenue targets, consistently improving our strong customer satisfaction scores & process improvement.
The Customer Relationship Manager will engage directly with some of our largest customers on a day-to-day basis, serving as the point of contact for customers alongside the account manager. We are responsible for working with the customer to complete all contract and legal paperwork, which requires a keen eye for detail to ensure everything is suitable. By achieving this, we reduce the time to revenue & deliver excellent customer satisfaction, contributing to our overall business objectives.
Responsibilities
* Deliver an excellent customer journey by partnering with the field sales team & working alongside critical internal stakeholder teams including customer support, onboarding, legal & finance to serve the customer and ensure a seamless experience.
* Act as a direct point of contact for the customer, handling incoming queries such as billing & invoice inquiries, updating product configurations & user access to help the customer maintain and grow their services with us.
* Serve as the ‘last line of defense’ for data hygiene management within the CRM system, ensuring that customer accounts, opportunities, and communication records are kept up to date and accurate.
* Provide tailored support to each of our prospective or existing customers during critical times such as contracting or renewing, communicating clearly and effectively the requirements and next steps to ensure a frictionless customer experience.
Requirements
* Customer-first mindset, with the ability to deliver results on time.
* Past experience in a B2B environment with high-value corporate clients.
* Strong administrative background & proficiency in Microsoft applications.
* Demonstrate excellent work ethic and drive to succeed.
* Effective communication skills with both colleagues and clients.
* A keen eye for detail is important to deliver work with a consistently high level of accuracy.
* Be the primary point of contact for the team and support them in managing their day-to-day task queries as needed.
* Heavily support the onboarding and training of new starters, following a structured 6-month onboarding plan.
* Responsible for training and rollout of new processes or procedures within the team, ensuring that everyone understands the new way of working and why.
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. 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 by contacting 1-855-833-5120. EEO is the Law Supplement. Pay Transparency. #J-18808-Ljbffr