RELX Group Client Experience & Learning Consultant in Petaling, Malaysia
Client Experience & Learning Consultant
Location: Petaling, Malaysia
Who Are We
It takes a large, diverse team to make LexisNexis the success it is. From Customer Support Managers to Legal Counsel to Marketing experts, we rely on the talents of a skilled and dedicated workforce. With more clients – and more exciting solutions – than ever before, now’s a fantastic time to be part of an ever-evolving business.
Job Description :
To facilitate the client’s experience and learning through the effective utilization of LexisNexis SmartFirm solutions (Research, Guidance & Tools, Business Mgmt, Networking, News and any other LexisNexis solutions) by identifying and defining the client’s training needs (new and current) and developing and delivering customized learning activity.
Achieve this with an active focus on current platform and upgrade programs. This important role directly impacts client usage of our products and contributes to the retention and new sales revenue targets. To increase visibility of LexisNexis and strengthen relationships. To maintain training material (e.g. user guides) and maintain effective records of client contact and feedback via the CRM portal.
•Plan learning activity to cover the client base
•Recognize and minimize cancellations by demonstrating the value of LexisNexis solutions.
•Assist the sales with retention targets
•Assist the sales team in exploring new upsell opportunities
•Deliver/Organise a minimum of 40 training hours per month and maintain accurate records of all activities
•Define client learning needs and plan and implement effective training solutions e.g. Group, 1:1, webinars and telephone training sessions.
•Aligned with sales team KPI’s to implement annual or multiyear training plans that support and encourage utilization of LN resources.
•Measured by NPS growth, usage growth and accurate record keeping in CRM
•Contribute proactively to developing and maintaining user guides, internal user training materials, online learning materials.
•1:1 meetings and product meetings
•Weekly and monthly activity reporting recording in the NPS-CRM closeloop feedback process
•Holder of relevant qualifications ( preferably Degree in Law)
•Some understanding of Malaysia/Singapore’s legal market and system would be advantageous
•2-3years relevant work experience in providing adult based training and learning/end-to-end client training and onboarding processes
•Ability to develop new processes and adapt/improve current processes for maximum efficiency whilst identifying and reducing redundant processes
•Experienced in the use of legal research solutions or online solutions in similar environment
•Experienced in functioning effectively in a team environment
•Experienced in liaising with a range of management and staff levels and preferably with sales & product and content departments
•Excellent working knowledge of Excel, PowerPoint and CRM systems
•With a solid adult training and learning background and the ability to leverage this experience to provide a professional and credible delivery of the LexisNexis experience & learning program
•A strong ability to collaborate internally with people across sales and corporate responsibilities.
•A passion for excellent client experience
•Collaborates and partners to meet client needs.
•Challenges the status quo