{"id":3338934,"url":"https://alion.io/job/relx-customer-success-advocate-i","title":"Customer Success Advocate I","company":{"id":3770,"name":"RELX","domain":"relx.com","url":"https://alion.io/company/relx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":113,"ghost_share":0,"stale_share":0.646,"repost_share":0.009,"time_to_fill_p50_days":41,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Legal","role_family":"Legal","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines","Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-27T14:51:11Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T15:08:43Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Role Summary\nThe Customer Success Advocate I will serve as the voice of the customer for Coplogic, owning customer retention efforts, structured Voice of Customer programs, and account health visibility. This role will synthesize agency feedback into actionable insights, partner cross-functionally with Product, Client Engagement, Sales, and Implementation teams, and provide leadership with recurring visibility into customer needs, adoption drivers, and emerging risks to ensure operating decisions remain aligned with agency realities.\nAccountabilities and Responsibilities\n1. Define Customer Success Outcomes Up Front\nEstablish clear success outcomes for the role, including customer retention, adoption growth, reduced at-risk accounts, stronger agency references, improved training engagement, and more consistent Voice of Customer documentation.\nDefine measurable targets and review cadence, including monthly or quarterly progress reviews, year-over-year report upload comparisons, reduced cancellations, documented VOC volume, and total outreach expectations per account.\n2. Monitor Account Health and Retention Risk\nTrack system usage and/or crash upload frequency for current customers, particularly agencies with 1-40 sworn officers and collaborate with Support and Implementation teams when intervention is needed.\nIdentify accounts showing signs of disengagement, including agencies with no or limited usage and/or upload activity for an extended period, and apply defined re-engagement rules, outreach attempts, and follow-up cycle times.\n3. Use Data to Surface Adoption Insights\nMonitor available account health and usage indicators, including Power BI reporting, last use and/or upload dates from LexisNexis Coplogic suite of products used by the customer BuyCrash or Command Center, and other available adoption signals.\nUse data to distinguish current customer needs from anticipated needs, helping the business move from reactive support toward proactive customer care and feeding after go-live.\n4. Lead Voice of Customer Collection and Analysis\nObtain structured customer feedback through surveys, feedback sessions, calls, emails, and Teams meetings to identify patterns that inform roadmap prioritization and emerging customer risks.\nCollect feedback from recently implemented agencies to identify gaps across the sales cycle, agreement process, implementation experience, and launch readiness.\n5. Strengthen Adoption Through Training and Enablement\nCoordinate refresher training for current customers as needed across LexisNexis Coplogic suite of products for agencies 1-40 sworn. REPH products, starting with BuyCrash and Command Center.\nValidate customer-facing adoption enablers, including checking agency websites to confirm visible LexisNexis Coplogic suite product BuyCrash link placement.\n6. Support Sales and Growth Through Customer Intelligence\nIdentify trends from benchmarking analytics that may help Sales develop stronger customer stories for prospects and expansion opportunities.\nSeek out agency references that can support cross-selling, RFP responses, and regional selling efforts.\n7. Provide Leadership Visibility and Customer Mapping\nPartner with Coplogic BU leadership to create and maintain a visual map of current entire LexisNexis Coplogic customers by state.\nProvide recurring insights to leadership on customer health, adoption trends, VOC themes, training needs, account risks, and potential revenue protection opportunities.\nQualifications:\nBachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)\n2-3 years relevant experience in customer support and management, retention etc.\nStrong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner\nExcellent problem-solving skills with a proactive approach to resolving customer issues.\nAbility to handle multiple inquiries and prioritize tasks effectively\nAbility to handle standard sales processes with confidence and attention to detail\nFamiliarity with CRM systems or customer support platforms (e.g. Salesforce)\nProficient in MS tools and applications (Powerpoint, Excel, Teams etc.)\nFamiliarity with AI tools and applications (MS Copilot, etc.) to support business objectives\nA customer-first mindset, with a high level of empathy and patience\nAbility to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.\nAdditional Requirements for Internal Candidates:\nMust be in current role for 1 year\nMust not have received any Disciplinary Action within the past 12 months\nMust not have any Attendance and Punctuality issues in the past 12 month\nMust have a Successful or above rating in the last Enabling Performance cycle\n\nWe know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Clickhereto access benefits specific to your location.\nWe are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.\nCriminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scamshere.\nPlease read our Candidate Privacy Policy.\nWe 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.\nUSA Job Seekers:\nEEO Know Your Rights.","description_format":"text","description_chars":5884,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Exhibitions","Legal Software","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-27T14:51:11Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":41,"reasons":["conf:1","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/relx-customer-success-advocate-i","json_url":"https://alion.io/job/relx-customer-success-advocate-i.json","meta":{"generated_at":"2026-11-03T17:21:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3770},"rest":"https://alion.io/mcp/rest/get_company?id=3770"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frelx-customer-success-advocate-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frelx-customer-success-advocate-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frelx-customer-success-advocate-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/relx-customer-success-advocate-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frelx-customer-success-advocate-i"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3338934}},{"tool":"search_jobs","arguments":{"company":"relx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3338934},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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