Customer Success Executive

Role information:

• Hybrid workplace - 3 days a week in office, 2 days remote
• This role is based in Bristol (Wine Street)

About Legal 500

Legal 500 was founded by John Pritchard in 1987 as the original clients' guide to law firms, the first of its kind. It is now a data-driven, AI-optimised research platform which benchmarks, informs and connects providers and users of legal services in over 100 countries worldwide.

Our research and data are trusted and relied upon by corporate clients globally as an essential part of the process, both of instructing law firms with new mandates, and when reviewing existing mandates or panels.

We exist to empower both buyers and sellers in the international legal marketplace to make better decisions and have improved outcomes for their organisations. This is achieved by leveraging a trusted, comprehensive research process with a unique, vast, proprietary and constantly updated set of client-supplied data, unrivalled in the market.

On the supply side of the legal market, every year Legal 500's team of over 150 researchers, technologists, data analysts, journalists and content specialists collate and review 60,000+ data-submissions from law firms and conduct interviews with thousands of leading law firm partners. On the demand side, Legal 500 analyses confidential data from 300,000+ commercial law firm clients to benchmark law firms and lawyers by practice area; industry; jurisdiction; as well as by proprietary client satisfaction metrics, NPS , and other qualitative and quantitative criteria.

Legal 500 is the only source of this depth of global research and data on law firms, lawyers and their clients.

About the Role

You'll have the opportunity to join Legal 500 at a high impact time. We recently acquired Mondaq to enhance our data intelligence capability and you'll be joining at a time where the merging of two great businesses is taking place.

As Customer Success Executive, you'll sit alongside our Bristol-based Account Management team and work closely with our London-based Customer Success team.

You'll be helping to onboard new customers, proactively dealing with customer queries and supporting them with getting the most out of their Legal 500 subscription. Customer Success sits at the heart of Legal 500, so you'll be collaborating with the wider Customer Success team, Sales, Editorial & Research.

What you'll be doing

• Onboard new clients to Legal 500 products
• You'll have responsibility for managing inbound client requests for support via Zendesk and managing our shared inbox
• Providing ongoing training and support to clients
• Send web user reports and support clients with using additional features included in their subscription
• Support the business in ad hoc projects as and when required, which may include research and process improvement
• Collaborate with cross-functional teams to manage new product launches or unplanned tasks to meet business objectives

What we're looking for

• Some experience in a customer-facing role would be great
• Communication and problem-solving skills to identify issues and provide practical solutions
• Some exposure to the legal industry, whether through academics or commercially would be advantageous