[Remote] Customer Onboarding Specialist
Note: The job is a remote job and is open to candidates in USA. LexisNexis is a global provider of information-based analytics and decision tools for professional and business customers. The Customer Onboarding Specialist plays a critical role in ensuring a seamless introduction to LexisNexis solutions by leveraging client relationship skills and digital tools to enhance the onboarding experience.
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
Skills
- Fluent English proficiency
- Bachelor's degree or equivalent work experience
- Great communication skills and a professional, customer-centric disposition
- Detail orientation with the ability to follow structured processes and contribute to continuous improvement
- Self-motivation and strong time-management skills
- Proficient with Microsoft Office tools
- Experience with CRM systems
- Interest or experience in applying generative AI tools for content creation, analysis, or customer engagement
- Impressive problem-solving ability and commitment to resolving customer issues efficiently
- Ability to earn customer trust and foster positive relationships
- Willingness to work effectively in a complex matrixed environment
- Exposure to workflow automation and digital onboarding tools
- Familiarity with automation platforms (e.g., Salesforce automation)
Benefits
- Numerous wellbeing initiatives
- Shared parental leave
Company Overview