Active Jobs at LexisNexis South Africa

About the Role

• We are seeking a motivated and experienced Customer Success Consultant to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using our products and services. This role requires a proactive approach to customer engagement, problem-solving skills, and a deep understanding of customer needs.

Responsibilities

• Onboarding Customers: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our products/services.
• Managing Relationships: Build and maintain long-lasting relationships with customers by understanding their goals and providing tailored solutions.
• Supporting Customers: Act as the primary point of contact for customer inquiries, providing timely and effective resolutions to their issues.
• Training of Products: Conduct telephonic, remote and on-site workshops to educate customers.
• Advocating for Customers: Serve as the voice of the customer within the company, providing feedback to internal teams to improve products and services.
• Monitoring Performance: Track customer success metrics and analyze data to identify areas for improvement and ensure customer satisfaction. Implementing Products: This involves deploying and integrating a product into a client’s environment, ensuring it functions as intended and meets user needs.

Requirements

• Have proven experience in a customer success, account management, or related role.
• Have good knowledge of MS Office and Windows.
• Have excellent verbal and written communication and interpersonal skills.
• Have some legal background
• Have excellent problem-solving abilities and a proactive approach to customer engagement.
• Have the ability to work independently and as part of a team.
• Be familiar with CRM software and customer success tools.
• Have a valid drivers license as visitations to customers site will be required.

Work in a way that works for you

• We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
• 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

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About the Role

• Delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly. Provides technical support for deep applications (software/cloud).
• Supporting Cloud technologies.
• Supporting Web based applications.
• Browser technologies.
• Supporting and implementing SAML and SSO technology.
• API support and technology.
• Troubleshooting Web based authentication.
• Emphasis on web applications and internet troubleshooting.

Responsibilities:

• Provide timely technical 2nd level resolution to customer lifecycle issues including – customer follow-up, ticket monitoring, MTTR & ticket creation –through telephonic, digital and onsite visits with customers
• Capture actionable insights on the customer’s technical operating environments to advise product/development teams to plan product features, troubleshoot current issue and determine impact of technology changes
• Use NPS verbatim comments, Voice of the Customer feedback and peer-to-peer sharing to continue to refine processes, enhance performance and delight the customer
• Uncover revenue & implementation opportunities that grow and protect revenue
• Resolve customer problems or coordinate internal and external resources to get problems escalated and influence product direction
• Identify opportunities for additional products or implementation projects with customers to drive NET POS across the business
• Apply systems engineering experience, advanced education/certification, agile principles and six sigma/lean knowledge to identify, participate in and lead projects that develop, enhance, or streamline supportable technical and business solutions

Requirements:

• BS degree in Computer Science, IS or EE preferred
• Minimum of 2 years related technical experience
• Strong technical, analytic and project management experience
• High level of problem-solving ability and critical decision-making in complex customer environments
• Demonstrated successful performance in a technical customer-facing capacity
• Current technical certifications and background
• Precise and in-depth knowledge of products/technologies, as well as a highly specialized understanding in: browsers: Edge, Chrome, Firefox, Safari In-depth Knowledge of current operating systems: Windows / Mac / Linux and MS Office product suite. Detailed Knowledge of Internet technologies including HTTP/S, DNS, ICMP, SMTP, IP Subnetting.  Detailed knowledge of firewall/router/ server technologies.  Basic Knowledge of databases and related languages including SQL, API, SAML/SSO, XML, HTML, etc.
• May be home-based or have ability to travel – depending on customer needs and location

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 assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
• 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