[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