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Customer Success Specialist (Kenya)
LexisNexis
Nairobi, KE
Contractor
Posted 3 weeks ago
Job Description
About our Team:
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, 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
The Customer Success Specialist is a play a key role in driving customer value, adoption, and long‑term partnership. As AI‑powered tools and data insights increasingly support the customer lifecycle, this role combines relationship management with digital tools to proactively guide customers, maximise product outcomes, and inform product improvement. The role will be based in country – Kenya.
Key Responsibilities
Customer Relationship & Value Management
• Build trusted relationships by understanding customers’ objectives, workflows, stakeholders, and success measures.
• Align customer needs with organisational goals to ensure LexisNexis solutions deliver measurable value.
• Lead value‑focused conversations using product usage data and AI‑generated insights.
Onboarding, Enablement & Adoption
• Support activation, configuration, and onboarding of LexisNexis solutions for a smooth, personalised customer experience.
• Deliver clear training on platform navigation, workflows, and AI‑supported features.
• Monitor onboarding and usage data to identify friction early and drive targeted adoption activities.
• Contribute to adoption playbooks tailored by role, industry, and customer maturity.
Value Realisation, Retention & Growth
• Use dashboards, analytics, and customer health indicators to support adoption and ongoing value realisation.
• Run periodic value reviews supported by AI‑generated usage summaries and ROI insights.
• Support renewals by clearly demonstrating value and identifying future opportunities.
• Identify upsell and cross‑sell opportunities aligned to customer goals, in collaboration with Sales.
Customer Intelligence & Issue Resolution
• Maintain accurate and timely records in CRM and customer success platforms, supported by AI‑assisted documentation tools.
• Manage customer escalations effectively, coordinating across Product, Support, and technical teams.
• Analyse feedback and usage data to identify trends and contribute to product improvements.
Cross‑Functional Collaboration & Advocacy
• Partner with Product, Sales, Marketing, and Support to deliver a seamless, insight‑led customer experience.
• Share structured customer insights to support roadmap decisions, customer‑centric innovation, and scalable success programs.
Requirements
• Must have a Degree in Law.
• 2–3 years' Experience in Customer Success, Account Management, Professional Services, or another customer‑facing role.
• Experience working with digital products, technology platforms, or data‑driven tools; legal or tech environments are a plus.
• Strong communication, presentation, and relationship‑building skills.
• Analytical and problem‑solving skills, with comfort using data, dashboards, and AI‑supported tools.
• Experience with CRM and customer success platforms (e.g., Salesforce, Pendo) is beneficial.
• Ability to manage multiple priorities and work effectively in a fast‑paced environment.
• Demonstrated empathy, active listening, and a customer‑centred approach.
• Proactive, collaborative, adaptable, and open to continuous learning, including new technologies.
• Based in Kenya.
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.
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, 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
The Customer Success Specialist is a play a key role in driving customer value, adoption, and long‑term partnership. As AI‑powered tools and data insights increasingly support the customer lifecycle, this role combines relationship management with digital tools to proactively guide customers, maximise product outcomes, and inform product improvement. The role will be based in country – Kenya.
Key Responsibilities
Customer Relationship & Value Management
• Build trusted relationships by understanding customers’ objectives, workflows, stakeholders, and success measures.
• Align customer needs with organisational goals to ensure LexisNexis solutions deliver measurable value.
• Lead value‑focused conversations using product usage data and AI‑generated insights.
Onboarding, Enablement & Adoption
• Support activation, configuration, and onboarding of LexisNexis solutions for a smooth, personalised customer experience.
• Deliver clear training on platform navigation, workflows, and AI‑supported features.
• Monitor onboarding and usage data to identify friction early and drive targeted adoption activities.
• Contribute to adoption playbooks tailored by role, industry, and customer maturity.
Value Realisation, Retention & Growth
• Use dashboards, analytics, and customer health indicators to support adoption and ongoing value realisation.
• Run periodic value reviews supported by AI‑generated usage summaries and ROI insights.
• Support renewals by clearly demonstrating value and identifying future opportunities.
• Identify upsell and cross‑sell opportunities aligned to customer goals, in collaboration with Sales.
Customer Intelligence & Issue Resolution
• Maintain accurate and timely records in CRM and customer success platforms, supported by AI‑assisted documentation tools.
• Manage customer escalations effectively, coordinating across Product, Support, and technical teams.
• Analyse feedback and usage data to identify trends and contribute to product improvements.
Cross‑Functional Collaboration & Advocacy
• Partner with Product, Sales, Marketing, and Support to deliver a seamless, insight‑led customer experience.
• Share structured customer insights to support roadmap decisions, customer‑centric innovation, and scalable success programs.
Requirements
• Must have a Degree in Law.
• 2–3 years' Experience in Customer Success, Account Management, Professional Services, or another customer‑facing role.
• Experience working with digital products, technology platforms, or data‑driven tools; legal or tech environments are a plus.
• Strong communication, presentation, and relationship‑building skills.
• Analytical and problem‑solving skills, with comfort using data, dashboards, and AI‑supported tools.
• Experience with CRM and customer success platforms (e.g., Salesforce, Pendo) is beneficial.
• Ability to manage multiple priorities and work effectively in a fast‑paced environment.
• Demonstrated empathy, active listening, and a customer‑centred approach.
• Proactive, collaborative, adaptable, and open to continuous learning, including new technologies.
• Based in Kenya.
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.
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