Manager- Client Support

About our Team

Nexis® Solutions, as part of LexisNexis and the global RELX corporate family, connects customers to market-leading data through a flexible suite of scalable solutions, including our award-winning, flagship Nexis® + AI solution. By enabling fast access to a vast universe of enriched data with intelligent technologies, Nexis Solutions empowers business, media, non-profit, government, and academic organizations worldwide to quickly discover actionable insights that enable confident, performance-driving decisions.

About the Role

We are seeking a Manager of Client Support to lead a team responsible for delivering exceptional service, ensuring account satisfaction, and driving customer retention and growth. This role will be instrumental in scaling support operations, aligning team objectives with broader organizational goals, and coaching the team to deliver high-impact customer operation effectiveness. You will work closely with cross-functional teams, including Sales, Customer Success, Operations, Finance, and Product, to ensure a seamless customer experience. This role requires strong leadership, team development, coaching and training, operational oversight, and a customer-first mindset.

Location: Raleigh, NC, On-Site

Responsibilities

Team Leadership & Development

• Support and develop a high-performing team by conducting regular one-on-ones, team meetings, performance reviews, and professional development planning.

• Foster a customer-centric culture focused on excellence, accountability, and growth.

Operational Oversight

• Oversee the team's day-to-day activities, ensuring timely and accurate support across billing, invoicing, product configuration, training coordination, and issue resolution.

• Collaborate with internal teams to streamline processes and improve service delivery.

• Utilize customer engagement metrics and identify areas for improvement.

Customer Advocacy & Account Strategy

• Ensure the team maintains a deep understanding of customer portfolios and is equipped to support customer needs and escalations.

• Support key customer initiatives, including renewal planning, expansion opportunities, and client feedback loops.

Process & Quality Improvement

• Develop and implement best practices, playbooks, and standard operating procedures for the team.

• Leverage tools such as Salesforce and Gong to enhance reporting, communication, and service delivery efficiency.

Cross-Functional Collaboration

• Serve as a liaison between the team and other departments to ensure unified customer communication and service continuity.

• Represent the voice of the team in cross-functional initiatives and strategy sessions.

Requirements

• Bachelor's degree in business, communications, or a related field, or equivalent practical experience.

• Demonstrate professional experience in customer support, customer success, or a related function. A background in enterprise customer support or a B2B SaaS environment is advantageous.

• Display a background in team leadership, people management, or mentorship roles.

• Proven ability to motivate, support, and guide team members effectively. Experience managing geographically dispersed teams is advantageous.

• Possess excellent communication, coaching, and interpersonal relationship skills.

• Demonstrate strong organizational abilities, with a knack for managing multiple priorities effectively. Familiarity with account planning and cross-functional collaboration is advantageous.

• Proven problem-solving and analytical skills, with a focus on evidence-informed decision-making.

• Be familiar with CRM and customer experience platforms (such as Salesforce, Gong, Gainsight, or similar).

• Possess a genuine interest in supporting customers and a mindset for continuous growth and improvement.

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous well-being initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for You

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental, and vision benefits

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and Time-off Programs

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

• Family Benefits, including bonding and family care leaves, adoption, and surrogacy benefits

• Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts

• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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.

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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.

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