Client Success Executive

***to start 1st October***

Job Description:

The Customer Success Executive – Data & Analytics Products is focused on managing and supporting the customers during their subscription period and helping to secure renewal.

Main Duties and Responsibilities:

• Ensure the customer renews products for the following subscription period.
• Onboard customers and focus on helping them get the most value out of their purchase, sharing best practice and success stories.
• Proactively manage and innovate the current Market Pulse retention program, which includes a live health assessment of existing customers, personalised support over the phone/Teams and a notification program (in development) to increase product usage, among other elements.
• Work with marketing, product and sales teams on existing retention campaigns to raise awareness of Chambers and help to develop the product offering. Lead on the development of new campaigns that increase engagement and likelihood of product retention/upsell.
• Identify upsell and cross-sell opportunities and make the appropriate referrals.
• Resolve customer queries and liaise with internal teams where needed.
• Identify risky accounts early and take the necessary steps to mitigate any cancellations.
• Work closely with other internal teams to aid the development of new initiatives as well as improving current initiatives.

Skills and Experience:

• Proven experience in a previous Customer Success or client-facing role
• Impressive communication and interpersonal skills, both in person and remote
• Knowledge of customer success best practice and procedures
• Knowledge of Salesforce or other CRM systems would be highly beneficial
• Some knowledge of the legal sector would be desirable

Person Specification:

• A natural people person who enjoys helping others

About us:

Chambers is the leading legal data and intelligence partner for lawyer, firms, and in-house teams.

We conduct over 350,000 research interviews and surveys with in-house counsel every year, and receive 62,000 submissions from 9,000 firms worldwide, giving us unrivalled insight into the legal sector.

This research powers Chambers Rankings - the definitive guide to the best legal talent - and our Intelligence, which delivers the insights helping firms and in-house teams to succeed.

Our independent, rigorous research identifies the exceptional and charts the path to success, enabling legal professionals to see with clarity, decide with confidence, and plan with ambition.

Equal Opportunity Statement:

We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.