RELX Group Product Adoption Specialist in United Kingdom

Product Adoption Specialist


Product Adoption Specialist

Farringdon, London

Highly Competitive Salary, Bonus & Benefits

LexisNexis UK is about being a part of something bigger. It’s about being able to push boundaries to new levels through delivering authoritative content with cutting-edge technology and software tools, allowing our customers to quickly find the answers they are searching for.

LexisNexis, a division of the global publishing company RELX Group plc, (FTSE 50), is a leader in professional publishing and a pioneering solutions provider specializing in solutions for the legal, tax and accountancy sectors.

We are currently looking to hire a proactive, highly skilled training specialist to deliver high quality training engagement plans to drive the adoption and usage of our product throughout the lifecycle of a customer relationship. .

Main Purpose of the Role:

  • To ensure that all customers quickly derive maximum value from their investment in LN products and services and to get both new and existing users in the organisation to increase their overall usage, the number of active users, number of page views and number of downloads and to advocate adoption of LN products and services to ultimately drive retention and improvements in NPS scores

  • To ensure users are comfortable with LN products and services and to drive growth amongst new users via a tailored, monitored and measured on-boarding training programme that ensures they understand the scope and value of the service they have subscribed to.

  • To maintain a close network with Account Managers, with regular communication regarding accounts to ensure that both customer and business requirements are met.

  • To regularly feedback meaningful insights from the customer and the market into the business to help improve our knowledge, competitive intelligence and our existing offer to the market.

  • To maintain and develop strong relationships with customers through regular client engagements and through responding to client requests and feedback in a timely manner.

  • To consult and build strategic partnerships with the customer to enable us to initiate, design and deliver tailored training engagement plans to help the customer to use LN services efficiently and effectively. Ensure that their value and usage of the product is maximised by increasing the number of active users within an organisation and increasing the number of page views and documents downloaded.

  • To undertake all types and formats of training to meet the needs of the customer and the business i.e. 121’s, small/large group demonstrations or hands-on sessions, telephonic training, WebEx and attrition/ renewal training using commercial sense to plan the most effective use of time to meet the objectives outlined by the customer and the business.

  • To ensure all training delivered is driven from either a Legal or Tax Intelligence perspective and is delivered specific to practice area and/or customer group to maximise effectiveness and relevancy to audience.

  • Due to geographical limitations deliver required training via telephone/WebEx wherever possible

  • To ensure all end-users trained have their service customised and appropriate alerts set up to meet their needs.

  • To promote the use of e-learning as a method of training and/or support to all customers when appropriate.

  • During customer training and via key customer contacts, to exercise strong commercial acumen to identify potential new revenue through up-sell and cross-sell opportunities. Ensure all sales leads are passed onto Account Managers in a timely manner and in line with set process.

  • To monitor customer usage on allocated accounts and proactively manage any reduction in activity including a reduction in the number of active users, a reduction in the number of page views and document downloads. . Work with the Account Manager to create and roll out a targeted training engagement plan for that account, monitor impact and adjust accordingly if required.

  • To manage and prioritise your diary effectively to ensure that you consistently meet set monthly KPI’s (key performance indicators) each month and your customers needs in a smart manner ensuring effective account planning and delivery.

  • To work with all members of the Product Adoption team to continually implement new ideas and improve the way our customers are supported to ensure they realise maximum value and return on investment from the LN services they subscribe to.

  • Any other tasks/duties as may be required.


Key Skills & Experience:

  • Has applied knowledge of best practice training and effective product adoption techniques

  • Demonstrable experience of building and maintaining excellent client relationships

  • Experienced at training planning and training delivery in a variety of formats (e.g. face to face, telephone, practical, large groups, 121 coaching sessions)

  • Excellent written and verbal communication skills

  • Excellent interpersonal and relationship skills with people at different levels

Desired Skills & Experience:

  • Industry / market-specific knowledge

  • Demonstrated experience of working in commercially focused environment

  • Demonstrated experience of designing and creating Blended Learning material (e.g. videos, podcasts, webinars)

We are offering a competitive basic salary and an amazing l employee benefits package including 28.5 days’ holiday, 5% pension scheme and access to industry leading training and development.

We believe that when you put information and technology into the right hands, you give people the power to shape the world. Apply now, to truly make a difference

Primary Location EU-United Kingdom