Customer Onboarding Specialist

Product Onboarding Specialist

Are you data-informed and passionate about helping customers get the most value from the tools they use every day? Do you enjoy building strong, trusting relationships to understand customer needs and guide them toward effective solutions?

About the 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

You will be responsible for delivering high-quality, high-level product onboarding to new customers of LexisNexis UK's legal and tax solutions. The role ensures customers achieve early value, understand core functionality, and are confident using LexisNexis solutions as part of their day-to-day workflows. This role plays a critical part in customer satisfaction, adoption, and long-term retention by setting customers up for success from the outset of the relationship.

Key Responsibilities

• Deliver clear, structured onboarding sessions for new customers across legal and tax solutions, primarily through virtual training.
• Tailor onboarding sessions to different customer groups, roles, and levels of product familiarity while maintaining consistent core messages.
• Work with customer contacts to roll out effective onboarding programs that help users gain maximum value from LexisNexis products and services.
• Coordinate all onboarding activities and act as the main point of contact for questions, issues, and opportunities throughout the onboarding process.
• Manage and prioritize your schedule to meet weekly and monthly objectives.
• Collaborate with Account Managers and Customer Success teams to ensure a smooth customer experience from purchase through renewal.
• Demonstrate a strong commitment to delivering an excellent customer experience in every interaction.
• Build and maintain strong product knowledge, including features, use cases, and best-practice workflows.
• Translate complex product functionality into clear, practical guidance that aligns with customer needs and goals.
• Respond confidently to product questions during onboarding and escalate specialized queries to the appropriate teams when needed.

Skills & Experience

• Experience using Microsoft Office tools (Word, Excel, PowerPoint, Outlook); familiarity with CRM systems is an advantage.
• Ideally, you'll have prior experience in a customer-facing role.

Core Competencies & Behaviours

• Results-Focused: Self-motivated and committed to achieving goals with a mindset of continuous improvement.
• Customer-Centric: Understands customer needs and uses insights to enhance the customer experience; builds trust and effective working relationships.
• Active Listener: Engages in attentive listening and can reflect different viewpoints clearly and accurately.
• Organized: Comfortable managing multiple onboarding engagements at once.
• Strong Presenter: Communicates product value clearly and delivers engaging demonstrations that support adoption.
• Stakeholder Confidence: Comfortable engaging with senior legal and tax professionals and presenting information with clarity and credibility.
• AI Awareness: Shows a genuine interest in how AI can support efficiency and enhance the user experience.

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 wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• 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

Working for you

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:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

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.