Subscription Retention Consultant at LexisNexis

About the Role

• As a Subscription Retention Consultant, you will be responsible for maximizing customer loyalty. You will also drive revenue through effective subscription retention strategies. Your role involves building solid relationships with customers to ensure they derive optimal value from LexisNexis products and services. You will also focus on achieving targets related to new sales, upsells, and reinstatements.

Responsibilities

• Serving as a brand ambassador embodying company values while meeting and exceed call rate and cancellation investigation targets.
• Achieving monthly subscription reinstatement goals and attain annual targets for incidental new sales and conversion of pending and credit leads.
• Ensuring timely logging of reinstatement orders in CRM/Peoplesoft on a weekly basis and contacting cancelled subscribers as per database leads.
• Updating CRM with accurate cancellation codes and correct records while preparing follow-up reports for proactive retention measures on products not reinstated.
• Maintaining professional telephone and written correspondence etiquette
• Taking ownership of customer requests, coordinating with other departments as needed to resolve issues within specified timeframes.
• Following up with customers to ensure their needs have been fully met including identifying and recommending improvements to existing procedures and systems.
• Attending product, technical, CRM/Peoplesoft, and procedural training sessions as required and stay informed about relevant products.

Requirements

• Have 2-5 years of experience in sales and customer service role.
• Must have been in a retention role previously (preferably).
• Have experience with systems training e.g CRM, PeopleSoft, BI
• Be familiar with working in a changeable, constantly evolving and rapidly growing product sales environment.
• Be able to interact with customers in a consultative approach and problem-solve.
• Display exceptional interpersonal and communication skills including ability to collaborate effectively.
• Be a self-starter with a consistent track record in a target driven environment
• Have a positive attitude, resilience, and be willing to continuously learn.