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
- 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.
- Degree in Law or a related field or equivalent professional
experience.
- 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.
How to Apply
