Analysis & Guidance Specialist

The Analysis & Guidance Specialist is executive level of sales support for our Large Law AmLaw 200 Customers. This role will support and manage a specific designated product’s day‑to‑day operational function involving both internal and external customers. It also partners closely with different segment leaders from Accounting, Sales and Client services to provide operational support and ensure customer orders are fulfilled efficiently and accurately.

• Serve as executive-level sales support for designated AmLaw 200 customers, ensuring accurate, timely, and compliant execution of day‑to‑day operational activities for assigned Lexis Nexis products.
• Own and support order fulfillment and order orchestration activities, coordinating across Sales, Accounting, Client Services, and downstream operational teams to ensure customer orders are processed, provisioned, and activated accurately.
• Manage end‑to‑end operational workflows for designated products, from order intake through billing, provisioning, and post‑implementation support.
• Maintain a high-level understanding of accounting practices, applying that knowledge to support customer invoice reviews, billing inquiries, and invoice‑to‑contract reconciliations in partnership with Accounting and Client Services.
• Act as a primary operational and billing liaison for internal partners and external customers, addressing order status, fulfillment issues, invoicing questions, and post‑sale operational needs.
• Analyze customer requests, billing variances, and fulfillment discrepancies using established procedures to determine appropriate resolutions, escalating non‑standard or high‑risk issues when required.
• Ensure order, billing, and invoice accuracy, confirming alignment with contract terms, pricing, entitlements, revenue policies, and internal Segment standards.
• Provide customer‑facing support and guidance for Lexis Nexis Account Center, including training customers on account setup, user administration, access management, and standard self‑service functionality.
• Partner with Sales and Client Services to support Lexis Nexis Account Center onboarding, ensuring customers understand platform capabilities tied to their purchased products and services.
• Deliver clear, professional customer communications related to order fulfillment status, billing reconciliation outcomes, and Account Center usage expectations.
• Utilize an intermediate to expert level of Microsoft Excel to perform reconciliations, analyze order and billing data, internal Account Plans reporting, customer‑facing Business Reviews, and support reporting needs (e.g., pivot tables, complex formulas, lookups).
• Apply a basic working knowledge of SQL to validate data outputs, investigate discrepancies, and extract data to support customer reporting and analysis requests.
• Identify and mitigate operational, fulfillment, or billing risks that could impact customer experience, revenue integrity, or delivery timelines.
• Support issue resolution and root cause analysis for recurring order, invoicing, or access‑related issues; recommend corrective actions and process improvements.
• Maintain audit‑ready documentation covering order orchestration steps, reconciliation findings, customer communications, and resolution outcomes.
• Liaison with internal customers (i.e. Sales, Credit & Collection, Customer Service, Accounts Receivable, GOTC, etc.) fostering collaborative relationships among different teams.
• Maintain a pristine record of customer satisfaction in accordance with company policy. This will require the routine handling of both internal and external customer concerns and issues and providing sales representatives and support staff with the necessary tools and knowledge to address these problems.

Primary Location Base Pay Range:
Home based-New York $59,300 - $98,700.

If performed in Illinois, the base pay range is $56,500 - $94,200. If performed in Chicago, IL, the base pay range is $59,300 - $98,700. If performed in New York City, the base pay range is $64,700 - $107,700. If performed in Rochester, NY, the base pay range is $53,900 - $89,800. If performed in Ohio, the base pay range is $51,200 - $85,300.

U.S. National Base Pay Range: $53,900 - $89,800. Geographic differentials may apply in some locations to better reflect local market rates.

We offer country specific benefits. Please visit our benefits page for your location.

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.