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Job Summary:
Responsible for contacting customers twice during their yearly subscription to Elsevier products. The Customer Engagement Analyst shall help the Sales team gauge their total hold of their jurisdictions in terms of risk rating, need for follow-ups, assess the customer’s chances of renewal and solve any blockers if necessary, by providing a thorough and descriptive report. This role requires someone to be sensitive and familiar with tones that denotes sarcasm or commendation whether via email or phone calls. The Customer Engagement Analyst is expected to uncover ongoing and potential challenges by flagging the point of contact or account manager as necessary. Submit reports on a timely basis as prescribed. The Customer Engagement Analyst should hit or exceed the required number of contacted leads per month. One must be creative and diligent in creating a variety of email and voicemail templates. This role should also be adept with time zones and must have a good sense of timing when making calls.
Complimentary Competencies
Well-developed verbal and written communication skills (essential)
Strong, persuasive communication skills is essential
Ability to communicate with staff at all levels within a business (essential)
Excellent English grammar and communication skills
Great listener and a quick thinker
Highly developed computer skills including Word, Excel, PowerPoint, etc.
Strong attention to detail is required
Motivated and able to provide suggestions to bring work processes to best practice standards
High level of cultural sensitivity
Data management experience is a strong advantage
Ability to quickly adapt to varying client and/or project demands
Excellent time and organizational skills
Team player and flexible to step into whatever role is needed to provide excellent customer service
Familiar with Sales Force, CRM and Market Research will be an advantage
LexisNexis, a division of RELX Group, 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.
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RELX is a global provider of information and analytics for professional and business customers across industries.
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In short, we enable our customers to make better decisions, get better results and be more productive.