Remote - USA - Nationwide
Do you enjoy building solid internal and external relationships resulting in growth?
Do you enjoy collaborating cross-functionally to deliver on common goals
About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.
About the Role
The Customer Onboarding Specialist plays a critical role in ensuring a seamless, efficient, and engaging introduction to LexisNexis solutions. This role combines strong client relationship skills with an ability to leverage digital tools, automation, and generative AI to enhance the onboarding experience.
You will design and execute onboarding workflows, support customers through digital journeys, and contribute directly to innovation initiatives that elevate the customer experience. Onboarding Specialists draw upon training, experience, and technology to fulfill responsibilities while continuously identifying opportunities for process optimization.
Responsibilities
- Delivering superior client service and ensure each customer interaction reinforces confidence in LexisNexis.
- Managing and coordinate onboarding activities as the customer’s primary point of contact, guiding them through both live and digital touchpoints.
- Utilizing automation tools, workflow platforms, and AI-assisted onboarding processes to streamline customer setup and reduce time-to-value.
- Diagnosing and resolve issues using department tools, resources, and business judgment, escalating unresolved matters when appropriate.
- Monitoring and optimizing digital onboarding journeys, identifying friction points and recommending improvements.
- Creating onboarding documentation, digital guides, and AI-enhanced self-service training materials that support scalable customer success.
- Using generative AI solutions to accelerate content creation, analyze customer inquiries, and enhance knowledge resources.
- Leveraging onboarding analytics and dashboards to track progress, measure customer engagement, and propose enhancements.
- Collaborating with cross-functional teams to evolve onboarding workflows, automation capabilities, and customer experience technologies.
- Serving as a role model demonstrating continuous improvement, professionalism, and alignment with company objectives.
- Promoting excellence through high productivity, accuracy, and quality-focused decision-making.
- Working effectively as part of a team, fostering collaboration and proactively supporting team initiatives.
Requirements:
- Be fluent English proficiency.
- Have great communication skills and a professional, customer-centric disposition.
- Be detail orientation with the ability to follow structured processes and contribute to continuous improvement.
- Have self-motivation and strong time-management skills.
- Be proficient with Microsoft Office tools; exposure to workflow automation and digital onboarding tools is highly desirable.
- Have experience with CRM systems; familiarity with automation platforms (e.g., Salesforce automation) is a plus.
- Have interest or experience in applying generative AI tools for content creation, analysis, or customer engagement.
- Have impressive problem-solving ability and commitment to resolving customer issues efficiently.
- Have the ability to earn customer trust and foster positive relationships.
- Be willing to work effectively in a complex matrixed environment.
Work in a way that works for you
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, we will help you meet your immediate responsibilities and your long-term goals.
About the business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
Primary Location Base Pay Range: Home based-Ohio $42,200 - $70,400.
U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.
Base Pay Range for CO is $44,500 - $74,100. Base Pay Range for IL is $46,700 - $77,700. Base Pay Range for Chicago, IL is $49,000 - $81,500. Base Pay Range for MD is $46,700 - $77,700. Base Pay Range for NY is $49,000 - $81,500. Base Pay Range for New York City is $51,100 - $85,200. Base Pay Range for Rochester, NY is $42,200 - $70,400. Base Pay Range for OH is $42,200 - $70,400. Base Pay Range for NJ is $50,204- $80,196.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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 or please contact 1-855-833-5120.
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We are 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.
