Work with us

Customer Success Executive (Sofia, Bulgaria)

About us

Legal Benchmarking Group is the leading practice-area research and rankings, insights, and awards provider for global law firms. Our focus on financial & corporate, litigation, intellectual property, and tax provides differentiation and intelligence for practitioners who depend on highly specialised, cross-border, collaboration between law firms and corporate counsel.

Job Purpose

To drive the long-term growth and sustainability of the business by elevating our customers’ experience throughout the duration of their product subscription.

Key responsibilities

• Delivering timely, clear and helpful customer service – our business as usual
• Nurturing collaborative, trusting and productive interpersonal working relationships with the customer base we aim to delight
• Managing and maintaining our customers' profiling/sponsored content on our benchmarking platforms, and their access to our news subscription services
• Executing onboarding programmes of communication for our customers that are sensitive to the needs of new/nurture accounts vs. more established renewal accounts
• Acting as our customers’ primary point of contact – providing product support and demos, troubleshooting technical issues, and connecting them with relevant internal contacts
• Scheduling regular, ongoing touchpoints that guide our customers to engage in activities that help them to extract maximum value from the products and services that we offer
• Conducting regular/monthly audits to monitor product uptake and identify at-risk accounts
• Communicating report findings and customer feedback to Sales; Marketing; and Product teams in order to discuss and formulate improvement strategies
• Assisting in the preparation and distribution to all customers of benchmarking-related marketing assets (including marketing kits, bespoke video content etc.)
• Actively promoting high-value, relevant news subscription content and features to key account subscribers and influencers to help them extract maximum value from their subscription
• Conducting periodic/quarterly general account health checkups to assess customer satisfaction and opportunities for improvement by the business
  
  

  Required Skills & Qualifications

• Organisational and time management skills
• Proficient understanding of Microsoft Office
• Data handling and analysis (intermediate Excel and above)
• Interpersonal skills (good written and spoken English, confidence on the telephone)
• Desire to meet targets and strong commercial awareness
• Ability to work independently and to strict deadlines
  
  

  Desired Experience

• 1-2 years of experience in a professional organisation
• Exposure to client-facing, account management-based work
• Experience in CRM/SalesForce
• Experience in CMS publishing software
• Familiarity with Canva or similar design software
• Foreign languages
  
  

  Why join us?

  
  We offer a competitive compensation package which empowers our employees to thrive both professionally and personally. Our benefits package includes medical, dental and vision coverage, employer matching retirement plan, flexible work arrangements, vacation time & paid holidays, tuition reimbursement & learning resources. Legal Benchmarking Group, is the leading practice-area research and rankings, insights, and awards provider for global law firms. Our focus provides differentiation and intelligence for practitioners who depend on highly specialised, cross-border collaboration between law firms and corporate counsel.