Do you take great pride in being the "go-to" person? Do you get a great deal of satisfaction by providing excellent service and attention that drives results? This may be the perfect opportunity for you! Lux Research is seeking a Customer Success Manager who is well-organized, excellent communicator, and passionate about helping companies understand emerging technologies. Lux Research helps large companies, as well as investors, governments, and start-ups, understand and take advantage of new business opportunities. Customer Success Managers play a critical role by helping ensure that their clients understand the services Lux offers and that they obtain the best value from their membership.

Key Responsibilities:

• Strengthen the relationship between Lux Research and our clients by providing unparalleled support, service and value to drive client retention and membership renewal
• Deliver training to new and existing clients and help them get maximum value from their Lux Research membership.
• Track usage and interactions to ensure that all memberships are being used effectively – where there is a lack of usage the Customer Success Team will use a mix of phone calls and emails to help make sure clients are getting the most from their membership.
• Assist the sales and research teams in the support of retention and growth of their client relationships.

Key Tasks:

• Kick-off and on-board new clients to Lux Research services and products.
• Direct and facilitate client inquiries to the appropriate Research Analyst members and follow up on completed inquires to ensure client satisfaction.
• Facilitate meetings between Lux Research analysts and clients to help build client relationships.
• Provide advice and training to clients on how best to work with Lux Research.
• Work with the account management and research teams to identify clients who may need or benefit from added guidance on the effective use of Lux Research’s offerings.
• Call or email subscribers to encourage usage and/or to offer product demonstrations and training to new subscribers.
• Produce and analyze client usage reports to identify subscribers with low usage and contact them to encourage usage.
• Proactively recommend new content to subscribers.

Qualifications:

• Bachelor’s degree. A degree in the sciences or engineering is an added plus.
•  Prior experience supervising in a similar role. 
• Excellent verbal and written communication skills in English and Korean. Other foreign language skills desirable. 
• A well-organized, detail-oriented approach to work as well as the ability to juggle multiple tasks effectively. 
• Strong interpersonal skills to ensure effective interaction with both internal Sales and Research staff and external clients.
• Strong customer and team interpersonal and leadership skills with the ability to motivate others.
• Intellectual curiosity about emerging technology and its impact on business and society. 
• Some experience with innovation, entrepreneurship, and/or emerging technology managements is an advantage. 
• Excellent command of Microsoft Word, Excel, PowerPoint; working knowledge of CRM helpful.
• Self-motivation and a commitment to doing things correctly as well as a dedication to excellence.