Jobs at LexisNexis

About the job
Customer Support Representatives (CSRs) provide high-quality multi-channel support (including but not limited to telephonic, chat, and email) and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. CSRs initiate the escalation process for unresolved customer problems and any follow-up with customers. CSRs apply skills from training, education, experience or certifications to fulfill their daily responsibilities. Our CSRs with advanced education, experience or certifications are expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. CSRs work in a team environment to maximize individual and team performance. Additional job functions & qualifications may be required based upon the type of support needed or the products supported, including research/usability support, technical troubleshooting, account management/maintenance, and other tasks as may from time to time be required to fulfill our support mission.

Accountabilities:

• Assist customers, regardless of channel, with product usability support and research assistance.
• Diagnose and resolve problems using department tools, resources, business judgment, and expertise, resulting in increased customer confidence with LexisNexis products.
• Act as an advocate for the customer in reporting feedback and resolving issues.
• Perform as a positive role model by demonstrating continuous performance improvement, solid business skills, and support of department and company objectives.
• Ensure individual productivity and quality levels are met in order to meet and exceed customer expectations.
• Work effectively and cooperatively in a team environment and collaborate across the organization.
• Adapt to a frequently changing environment, which includes supporting new products and policies as well as using new tools.

Multi-task to maintain efficiency.

Education or equivalent experience:

• Juris Doctorate or LLB required.
• Bar licensure not required.

Qualifications:

• Customer service relationship building in all customer contacts.
• Strong PC skills, including working knowledge of Windows operating systems, Microsoft Office, multiple internet browsers, and basic technical troubleshooting steps
• Typing skills – minimum 40 wpm.
• Lexis Advance product experience a plus.
• Commitment to providing resolution to customer issues on the first pass.
• Strong communication skills both written as well as verbal.
• Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance.
• Must be able to work 2nd shift as well as holidays and weekends to support a global organization and meet customer expectations.

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About the job
This role is for a hunter sales candidate with strong government background.

• Develop and implement a sales strategy that identifies all government departments as opportunities, maps out the timelines to approach & close with the appropriate product offer that has likelihood of success (Feb)
• Create a list of all subscription renewals for which you are responsible and develop a strategy to ensure timeous renewal of all subscriptions
• Review the entire list of contracts due to be renewed during the year, order by value and month of renewal [ as per the CRM Subs Renewal Opportunity list ](Feb)
• Together with AAM, develop and implement the annual visitation and interaction plan, by month and by key contact person, that will facilitate the smooth and timely renewal of each contract ( including setting all meeting dates , etc a minimum of 3 months in advance of renewal date) (Feb)
• Together with product trainer, develop & implement the annual user training program that will deliver on improved customer usage levels and familiarity and trust in the products (Feb)
• Note: The above is subject to the decision of the AM, based on client contract value and assessment of need
• Update the CRM Subs Renewal Opportunity status (weekly)
• Review sales and subscription renewal strategy monthly, assess progress and amend as necessary (Monthly)
• Review sales report ( actual versus target ) as prepared by AAM , identify missing orders for correction and compare shortfall to pipeline to assess achievement . Develop remedial strategies to make up any projected shortfalls (Weekly)

Monthly Pipeline Value Target achieved

• Update CRM with all opportunities & their status reflecting progress through the sales cycle (Weekly)
• Review CRM pipeline reports facilitating prioritisation of opportunities (Weekly)
• Complete boiler-room sessions to ensure weekly visit targets are achieved (Weekly)
• Complete review sessions with Sales Manager, celebrate successes in the week, challenges faced and plans for next week (Weekly)
• Sales methods as set out in the New Sales Handbook are applied consistently and effectively

• Sign off personal Sales Handbook which includes New Sales and Subscription Renewal targets for the year (Feb)
• Develop daily, weekly and monthly method of work to meet Handbook requirements especially as regards boiler-room, appointments and method of evidencing the requirements (Feb)
• Identify areas of concern & difficulty, discuss with Sales Manager and develop remedial methods (Weekly)
• Sales process skill, product/systems knowledge and abilities continuously developed and improved

• Identify areas where such skills are lacking ( via discussion with Sales Manager/colleagues / LIC Trainer/self-assessment) (Ongoing)
• Develop & implement remedial plans which may include reading appropriate books/articles, completing online courses, arranging coaching/training with the LIC trainer or other methods (Ongoing)
• Develop and maintain a high level of LNSA products in the Government market
• Research and remain abreast of competitor product developments ( including pricing ) and share such information with the Sales Manager with a view to contributing to LNSA product development and improvement