Customer Success Manager

Responsibilities:

• Responsible for upselling and cross-selling existing accounts
• Identify new opportunities for upselling
• Monitor accounts for renewal
• Engage with accounts to limit cancellations
• Maintain accounts in CRM in partnership with Sales Rep
• Log appropriate customer contact in CRM
• Conduct customer-specific product demos
• Direct customers to support as needed
• Provide customer training in an ad hoc fashion or coordinate with corporate trainers as needed
• Create and provide usage reports to customers per agreement with the customer
• Facilitate document translations as needed
• Liaise with internal teams to resolve customer issues
• Assist customers with Account Payment activities such as completion of Tax Withholding paperwork and basic invoice queries
• For select products only – Perform model calibrations at level 1 to ensure best performance and escalate to Decision Science at level 2 as needed. Support Implementation Projects.
• Perform other duties as assigned.

Requirements:

• BS/BA or equivalent
• 3-5 years proven sales/sales support experience
• Ability to close a sale
• Work experience in a professional sales environment is desirable
• Strong organizational, time management and forecasting skills
• Understanding of professional research process and having the ability to quickly develop an in-depth understanding of LexisNexis Risk Management products and solutions, and how they apply to the customer's needs.
• Demonstrate outstanding networking capabilities and exhibit a professional demeanour, business maturity, and technical knowledge
• Able to work as part of a team, accomplishing mutual team goals
• SalesForce knowledge a plus