Manager, Client Experience

At Lux Research, we’re at the forefront of human-centric innovation, exploring cutting-edge developments in market research, science, technology, and sustainability that shape the future. Our expert team provides proprietary research and advises the world’s largest brands on emerging consumer and technology trends, providing actionable insights for industry leaders. While we work with iconic consumer brands, we also partner with global leaders in Oil and Gas, Chemicals, and Industrials, helping them navigate transformation and drive impact at scale. Join us in crafting content that tells the story of breakthrough innovations and empowers companies to make informed, impactful decisions.

Lux Research is seeking a Client Experience Manager (CXM) who is passionate about helping the world’s largest companies innovate products and solutions to be more sustainable, human-centric, and better serve the climate and humanity. They will focus on delivering value to Lux’s clients by driving engagement and managing seat holder health and retention. Client Experience Managers at Lux Research are energetic and enthusiastic about their clients and their business objectives, anticipating their needs and demonstrating actionable value and insights delivered from our solutions. CXM team members are based across the US, EMEA, and APAC and report into their Director of Client Experience.

Responsibilities:

• Serve as the primary contact for the onboarding of new customers, training, and ongoing customer inquiry support for short term and long-term projects.
• Deliver and communicate ROI for Lux clients throughout the customer journey.
• Learn your client’s organizational and individual needs, while proactively identifying and delivering Lux resources to achieve valuable outcomes.
• Collaborate closely with Account Management in supporting renewals and expansion opportunities.
• Gauge customer engagement levels and find creative solutions to drive deeper value.
• Understand customer outcomes through ongoing collection and analysis of data and feedback and translate this into retention strategies and feed the product roadmap.
• Answer incoming questions and inquiry requests regarding the Lux products and functionality; probing to understand underlying business requirements behind the question.

Lux Research is an Equal Opportunity Employer. In accordance with anti-discrimination law, Lux prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Lux Research conforms to the spirit as well as to the letter of all applicable laws and regulations.

Minimum Qualifications:

• 3+ years in a client facing services role (customer success, consulting and/or account management).
• Bachelor’s degree - preferably in a STEM or Social Sciences field.
• 3+ years’ experience communicating and presenting via video, phone, written and onsite when required.
• Demonstrated experience fostering relationships and acting as a Trusted Advisor with clients.
• Demonstration of a high degree of organization and proficiency leveraging internal systems & defined processes.

Desired Qualifications:

• Excellent problem solver, ability to work cross-functionally to deliver results.
• Ability to work both independently and collaboratively.
• Excellent command of Microsoft Word, Excel, PowerPoint and CRM/CSM systems.