StateNet Solutions Consultant

Lexis Nexis 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.

The State Net team supports a specialized Lexis Nexis solution focused on U.S. legislative and regulatory information. The team partners closely with sales and retention colleagues to support customers and deliver a positive customer experience. Although the team sits within the sales organization, this is not a traditional quota-carrying sales role, and team members do not have individual sales or retention goals.

As a State Net Solutions Consultant, you will support customers and internal partners in understanding and effectively using State Net, a specialized Lexis Nexis solution focused on U.S. legislative and regulatory content. You will combine customer service, product knowledge, training, and technical support to help customers get the most value from the solution.

You will work closely with sales and retention teams while maintaining a strong focus on customer experience. Success in this position is primarily measured by customer satisfaction and the quality of the customer experience, rather than individual sales or retention quotas.

• Provide customer-focused support and product guidance for State Net, helping customers understand product capabilities and effectively use the solution.
• Partner with sales and retention teams to support customer needs, product adoption, and overall customer satisfaction.
• Prepare and deliver product training using established materials and approaches, adapting content as State Net products and functionality evolve.
• Respond to customer questions and troubleshoot product or technical issues, escalating more complex matters when appropriate.
• Help customers and internal partners understand State Net's legislative and regulatory content, product functionality, and relevant processes.
• Support the development and maintenance of accurate training materials, presentations, reference content, and other learning resources.
• Identify customer learning needs and knowledge gaps and provide appropriate training, guidance, or resources.
• Use customer feedback, service data, and other available information to identify opportunities to improve the customer experience.
• Contribute to continuous improvement initiatives and help identify ways to enhance training, support processes, and product education.
• Develop and maintain strong product and technical knowledge through ongoing learning, coaching, and collaboration with colleagues.

• Experience in customer service, customer support, solutions consulting, product support, training, or a related customer-facing role.
• Strong customer-focused mindset with the ability to understand customer needs, answer questions, and provide clear and effective solutions.
• Strong verbal communication and presentation skills, with the ability to explain product features and technical or subject-matter concepts to different audiences.
• Ability to learn specialized products and translate product knowledge into practical guidance for customers and internal partners.
• Strong organizational skills and attention to detail, with the ability to manage multiple customer needs and priorities.
• Comfortable working with digital tools, learning platforms, presentations, and customer-support technology.
• Ability to work collaboratively with sales, retention, product, and other internal teams in a remote environment.
• Experience or familiarity with U.S. legislation, regulation, compliance, legal, government affairs, or related regulatory subject matter is highly desirable.
• Experience with Zendesk or another customer-service/ticketing platform is beneficial. The State Net team currently uses Zendesk for customer-service ticketing.
• Experience with Salesforce is a plus as the team is beginning to use the platform.
• Familiarity with Gong is also beneficial.
• Comfort using AI-enabled tools is a plus, but previous AI experience is not required.