Job Description
Customer Onboarding Specialist
About the Role
The Customer Onboarding Specialist plays a critical role in setting the foundation for long-term customer success at LexisNexis. As one of the first points of contact in the customer lifecycle, this role ensures customers experience a seamless, engaging, and value-driven introduction to LexisNexis solutions.
This position blends customer-centric engagement, digital and AI fluency, and operational excellence. The Customer Onboarding Specialist demonstrates North Star behaviors in every interaction, applies curiosity and learning agility to evolving tools and processes, and turns ambiguity into clear, actionable onboarding experiences that accelerate time-to-value. The role collaborates closely with cross-functional partners and contributes to continuous improvement initiatives that enhance customer experience at scale.
Experience in any of the following is a plus:
Requirements
- Bachelor’s degree or equivalent relevant work experience.
- Strong communication skills with a professional, customer-centric approach.
- Experience with outbound calls or any customer service exp.
- Demonstrated ability to adapt quickly, learn fast, and perform effectively in changing environments.
- Detail-oriented with the ability to follow structured processes while contributing to continuous improvement.
- Strong time-management and organizational skills with the ability to manage multiple onboarding activities simultaneously.
- Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
- Experience with CRM systems; familiarity with workflow automation or digital onboarding platforms.
- Experience in applying generative AI tools for content creation, analysis, or customer engagement.
- Strong problem-solving skills and commitment to resolving customer issues efficiently and effectively.
- Ability to build trust, foster positive relationships, and work effectively within a complex, matrixed environment.
AI Fluency & Digital Enablement
- Leveraging automation tools, workflow platforms, and AI-assisted onboarding processes to streamline customer setup and reduce time-to-value.
- Use of generative AI solutions to support content creation, analyze customer inquiries, and enhance onboarding documentation and knowledge resources.
- Monitoring and optimizing digital onboarding journeys, identifying friction points and recommending improvements to enhance customer engagement and adoption.
- Applying curiosity and a growth mindset to continuously learn and adopt emerging technologies that improve onboarding outcomes.
Responsibilities
- Own the customer onboarding experience from kickoff through successful implementation, serving as the primary customer contact.
- Deliver exceptional service by building relationships, setting expectations, and resolving issues to drive customer success.
- Guide customers through live, digital, and self-service onboarding experiences tailored to their needs.
- Leverage automation, AI, and digital tools to streamline onboarding, accelerate adoption, and improve customer outcomes.
- Monitor onboarding performance, identify opportunities for improvement, and recommend scalable process enhancements.
- Partner with Sales, Customer Success, Product, Operations, and Support teams to ensure a seamless customer experience.
- Use data and customer insights to drive engagement, retention, and long-term value realization.
- Thrive in a fast-paced environment, managing multiple onboarding initiatives while maintaining quality and attention to detail.
- Contribute to continuous improvement, innovation, and the adoption of emerging technologies that enhance customer experience.
What Success Looks Like
- Customers experience a confident, engaging onboarding journey that accelerates adoption and time-to-value.
- North Star behaviors and RLE capabilities are consistently demonstrated in customer and internal interactions.
- Digital tools, automation, and AI are effectively leveraged to improve efficiency, quality, and scalability.
- The onboarding team continuously improves, learns, and evolves to meet changing customer and business needs.
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.
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.
U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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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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Originally posted on Himalayas
