Customer Engagement Specialist

Customer Engagement Specialist at LexisNexis Australia

At LexisNexis, we are redefining how legal professionals access, use, and deliver legal services. As part of RELX, a global leader in information analytics, LexisNexis provides world-class legal content, research, and practical solutions that support lawyers, in-house teams, government, and businesses.

About The Role

We're looking for a driven Customer Engagement Specialist to join our Practical Guidance team at LexisNexis Australia. In this pivotal role, you will engage directly with our customers: building strong relationships, driving adoption of LexisNexis Practical Guidance, and supporting retention and growth across strategic accounts.

You will work closely with client senior decision makers, knowledge managers, and practice teams to help them embed Practical Guidance into their workflow. You'll also collaborate with internal sales, product, and content teams to deliver insights, shape product value propositions, and influence the future of our solutions.

This is a unique opportunity for a customer-focused professional who enjoys client engagement and helping customers adopt tech-driven legal content solutions.

This is a 12-month parental leave cover role to be based in Sydney, Melbourne or Brisbane with the possibility of combined home/office-based arrangements to have flexible work-life balance. We are also open to other states across Australia for the right candidate for this role.

Responsibilities

• Build and strengthen relationships with client stakeholders and end users
• Drive content and product usage and customer satisfaction
• Support Sales team colleagues with renewals, upsell, and cross-sell opportunities
• Deliver tailored content and product training, and support for strategic account trials
• Share customer insights and feedback to the business to inform content and product development

Requirements

• Tertiary qualified (legal and/or communications qualification preferred)
• Prior experience in a customer-facing role preferably within legal software or subscription-based content products
• Exceptional communication and stakeholder engagement skills
• Strong commercial acumen with a customer-first mindset
• Confidence delivering presentations, demonstrations and training sessions
• Understanding of legal practitioner workflows and challenges
• Experience working in a law firm, in-house legal, or legal knowledge team desirable
• High level of emotional intelligence, resilience, and problem-solving skills
• Collaborative and proactive approach with excellent time management.

Work in a way that works for you

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

Working for you

Benefits

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

• Be part of a global leader in legal tech and innovation
• Work with top-tier law firms, corporates, and government clients
• Life insurance and income protection
• Employee Assistance Program
• Referral Bonus
• Flexible working arrangements
• Benefits for you and your family
• Access to learning and development resources
• Annual flu vaccinations

Key skills/competency

• Customer Engagement
• Stakeholder Management
• Legal Software
• Content Adoption
• Client Training
• Commercial Acumen
• Problem-Solving
• Communication
• Workflow Analysis
• Relationship Building