Senior Client Experience Manager

Lux Research is a research and advisory firm that helps companies drive growth through technology innovation. Lux combines expert analysis, proprietary data and AI-enabled tools to help corporate innovation leaders spot opportunities, assess emerging technologies and start-ups, and make better decisions faster. Our clients include global leaders across energy, chemicals, materials, food and agriculture, and consumer goods.

Lux Research is a research and advisory firm that helps companies drive growth through technology innovation. Lux combines expert analysis, proprietary data and AI-enabled tools to help corporate innovation leaders spot opportunities, assess emerging technologies and start-ups, and make better decisions faster. Our clients include global leaders across energy, chemicals, materials, food and agriculture, and consumer goods.

As Senior Client Experience Manager, you will be the driving force behind client success across a portfolio of accounts in Southeast Asia and the Middle East, primarily in the energy and chemicals sectors. This is a key position. You will work directly with our Head of Account Management for Southeast Asia and the Middle East as a strategic partner, shaping how Lux grows its presence in two of the world's most dynamic regions for energy and chemicals innovation.

You will make sure every client member gets full value from their Lux membership, from the first onboarding conversation to measurable business impact  our largest strategic accounts, you will lead the overall client relationship, bringing together the research and consulting teams so that our work changes the decisions clients make, not just the reports they read. Our ambition is to become embedded in how clients work and to be their most trusted advisor, and you will be central to making that happen.

• Serve as the main day-to-day contact for advisory members, providing high-touch service across our research and advisory offering.
• Lead onboarding for new members, including welcome communications, kick-off sessions and platform walkthroughs, so each member integrates Lux into their day-to-day work.
• Partner with research directors to build a tailored advisory plan for each member, then own its execution.
• Set up client administrators to manage their team's access to the Lux platform.

• Scope client requests for analyst sessions (context, timeline, goals and intended use) and brief analysts so every conversation is relevant and well prepared.
• Respond quickly: acknowledge requests within 24 hours, schedule analyst sessions within two weeks, and share follow-ups within one to three days.
• Generate new engagement by proactively sharing relevant research, webinars, events and new platform features.
• Run regular check-ins with members to capture changing priorities, gather feedback and recommend next steps.

• Design and execute account engagement plans that align delivery with each client's strategic goals.
• Lead account kick-off meetings with the account manager, agreeing with the client on expectations, outcomes and measures of success.
• Build relationships with senior client stakeholders and decision makers, leading conversations on value delivered and strategic alignment.
• Coordinate delivery of custom engagements, such as consulting projects or events, when included in the contract, to ensure a seamless experience across Lux products.

• Capture client value stories from every interaction and use them to show return on investment.
• Monitor account health, spot risks early (such as a sponsor leaving, a reorganization, budget changes or a dip in satisfaction) and lead the response.
• Provide delivery and value evidence to support renewal conversations, and identify opportunities to expand the relationship.

• Coordinate account managers, research directors, analysts, executive advisors and consultants across each account.
• Oversee delivery across service lines, including research and advisory, consumer insights, executive partnerships and custom consulting.
• Work with the account manager, to coordinate, prepare for and conduct, midpoint commercial check-ins with the economic buyer, to communicate business value impact being delivered.
• Track…