Customer Relationship Assistant in Sydney, Australia

Do you have commercial mindset and enjoy customer relationships?

Do you have strong analytical/problem solving skills?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (https://www.relx.com/) , 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

As a Client Service Specialist, deliver exceptional service to key clients, exceeding expectations and enhancing their experience. Drive revenue and usage growth through your efforts.

Reporting to the Head of Sales, this is a full-time role working within the Large Enterprise team. Ideally This role will be based in Australia, preferably in Sydney, Melbourne or Brisbane with flexibility to work from home and our offices.

Responsibilities

• Acting as the support contact for strategic accounts, managing queries and collating responses as needed.

• Provide data-driven insights to the team to help drive strategic engagement activities, identify opportunity and risk with key clients, and provide exceptional client service.

• Managing customer service escalations, resolving issues, and addressing customer concerns to prevent recurrence.

• Coordinating with various teams to ensure issue resolution within SLA and proactively identifying service improvements.

• Supporting Relationship Directors in building proposal documentation and providing overall support for contract renewal and new opportunities.

• Attending regular operational review meetings with customers and driving service management improvements.

• Following up on “Fair” classified leads for assigned accounts, setting up trials, and monitoring usage.

• Maintaining regular customer communication and providing product/business updates in collaboration with internal teams.

• Providing holiday/extended leave and sickness cover for the Strategic Team and resolving urgent emails sent to CRM Group email.

Requirements

• Possess excellent communication and interpersonal skills.

• Be able to effectively manage customer escalations and resolve issues.

• Possess the ability to collaborate with cross-functional teams.

• Be capable of supporting Relationship Directors in achieving account objectives.

• Have a proactive approach to identifying ways of increasing usage and engagement.

• Be able to understand internal company structure to support global accounts.

• Possess excellent organizational and project management skills.

• Be willing to undertake special projects and provide additional support for events as needed.

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 for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Discounted Health plan rate and Optical Assistance

• Life assurance and income protection

• Option to buy additional Annual Leave days

• Employee Assistance Program

• Flexible working arrangements

• Benefits for you and your family

• Access to learning and development resources

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

To learn more about opportunities with LexisNexis or RELX Global, join us here:

https://www.lexisnexis.com.au/en

https://www.relx.com/careers/join-us

We are looking to fill this role as soon as possible – apply now to be considered.

Thank you for your interest.

LexisNexis, a division of RELX, is 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.