RELX

Customer Support

• Respond to customer inquiries in a timely and professional manner
• Educate customers on agency-specific requirements, including documentation, identification, and processing timelines
• Assist customers with placing and managing orders for vital records and related services
• Troubleshoot and resolve customer concerns, including order issues, payment questions, and service delays
• Collaborate with team members and support partners to resolve complex issues
• Contribute to process improvements and knowledge sharing to enhance the overall customer experience

Customer Service

Learning and Development

• Support the planning, development, implementation, and evaluation of accredited CPD activities aligned to identified practice gaps and educational needs.
• Define target audiences, learning objectives, and expected outcomes to improve clinician performance, patient outcomes, and system effectiveness.
• Develop and review measurable, outcomes-based learning objectives tied to practice gaps and educational goals.
• Ensure content is evidence-based, clinically relevant, balanced, and incorporates adult learning principles and engagement strategies.
• Maintain compliance with accreditation standards, policies, and joint provider ship/interprofessional CE requirements.
• Manage disclosure processes, identify and mitigate financial conflicts, and ensure separation from commercial influence.
• Review materials for bias, accuracy, and completeness, including accreditation statements, disclosures, and learner requirements.
• Collaborate with faculty, SMEs, and planning committees; provide guidance on CME expectations, timelines, and content alignment.
• Oversee activity operations, including evaluations, learner assessments, reporting, documentation, and continuous improvement initiatives.

Activity Planner – Continuing Professional Development

Marketing

• Lead the development and execution of marketing strategies that support LeapSpace’s content partner ecosystem.
• Work cross-functionally with Product, Global Communications, Legal, Sales, and Marketing teams to operationalize partner-related messaging, support partner awareness and co-marketing initiatives, and enable customer-facing teams to confidently communicate the value of content partnerships.
• Serve as a central coordination point between Product and commercial teams, ensuring partner-related marketing activities are strategically aligned, contractually compliant, and commercially effective.

Manager, Partner Marketing

Customer Success Manager

• Own the post-sale customer relationship, acting as the primary point of contact and strategic advisor.
• Lead onboarding, ensuring customers achieve early and sustained value.
• Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes.
• Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention.
• Deliver regular business reviews aligned to customer priorities, performance, and value delivery.
• Champion customer feedback, advocating for user needs and influencing product and service improvements.
• Partner with Account Managers to ensure seamless handovers, coordinated account strategy, and renewal alignment.
• Work with Product, Marketing, and other cross-functional teams to deliver an integrated customer experience.
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential.
• Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS).
• Contribute to customer advocacy initiatives including case studies, references, and user engagement programs.
• Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce).
• Track and report metrics including adoption trends, renewal likelihood, and growth signals across the portfolio.
• Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes.
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

Manager

• Optimize onboarding plans for new MDRs and provide direct coaching to continuously improve their skills.
• Collaborate with Sales Enablement to ensure training is current and relevant to our offerings and buying groups.
• Manage team capacity and support ongoing development to retain top-performing MDRs.
• Establish certification and achievement milestones to formally recognize competence.
• Lead and support an international team of 7 MDRs, fostering authentic connections with prospects and encouraging innovative approaches.
• Develop best-in-class communication strategies and prospecting techniques in partnership with marketing and sales.
• Analyze engagement cadences and messaging for continuous improvement.
• Inspire engagement through creative tactics, including contests and team competitions.
• Maintain a playbook of processes and best practices to ensure team efficiency.
• Model effective leadership and communication, setting the standard for "what good looks like."
• Establish KPIs to measure and improve MDR performance in opportunity identification, validation, and qualification.
• Create a feedback loop with marketing, sales, and portfolio leadership to share insights and optimize go-to-market strategies.
• Partner with sales and marketing operations on reporting, segmentation, and tool integrations.
• Identify and recommend improvements in process, efficiency, and productivity.
• Ensure accurate reporting in Salesforce and manage all demand management-related SLAs.
• Plan and forecast team capacity to align with business needs.

Market Development Manager

Business Analyst

• Gather and analyze business requirements and translate them into user stories, functional specifications, and wireframes
• Develop system specifications, process flows, and conversion strategies
• Document data-driven workflows, including inputs, calculation logic, assumptions, exceptions, and outputs
• Support validation of system outputs by comparing results against source data, documented rules, and expected outcomes
• Partner with UI/UX specialists to create detailed wireframes for complex workflows and user journeys
• Create clear technical and functional user documentation
• Analyze existing systems to identify and document process improvements and best practices
• Collaborate with remote development teams, internal IT, and business stakeholders to ensure requirements are met

Business Analyst III

• Collaborate with the sales and implementation team on account strategy for assigned customers.
• Provide exceptional customer engagement to ensure customers maximize the value of our digital product.
• Learn and discover the needs/goals of administrators, faculty, and students of partnership accounts.
• Translate the needs/goals of key stakeholders into a Customer Success plan.
• Organize, document, and refine customer data throughout the partnership.
• Manage and take point on issues as the customer advocate.
• Conduct training focused on elevated customer product value driven conversations.
• Develop innovative solutions to meet customers' business needs.

Enterprise Customer Success Manager – Nursing Health Education

• Build and maintain strong, trusted relationships with customers to support their long-term success
• Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth
• Collaborate with cross-functional teams to ensure customer needs are communicated and addressed
• Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes
• Support account growth by surfacing potential opportunities and contributing to renewal planning
• Share customer perspectives internally to help inform product and content enhancements
• Monitor account activity, flag risks or needs, and assist with proactive engagement strategies
• Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

Customer Success Manager, Clinical Solutions

DevOps Engineer

• Deliver cloud-native solutions and patterns that are highly elastic.
• Empower stakeholders and reduce toil through self-service pipelines.
• Mentor your team in solving deep technical issues, advanced cloud infrastructure topics, and complex coding problems.
• Set an example of methodical, systematic task execution for your team.
• Work with project managers and stakeholders to provide status and reporting.
• Act as an ambassador to other teams, finding common ground and defining clear agreements.
• Drive projects to schedule.
• Perform code reviews with an eye toward rigor and best practice.
• Apply continuous process improving techniques across the operation.
• Automate everything. You will ensure that everything is IAC, and that your team’s infra can be rebuilt from the ground up without relying on manual configurations or the Azure/AWS Portal.

Site Reliability Engineering Lead

• Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals
• Translating the needs/goals of key stakeholders into a Customer Success plan
• Organizing, documenting, and refining customer data throughout the partnership
• Managing and taking point on issues, as the customer advocate
• Using teaching skills that support customer onboarding plans
• Conducting training with elevated customer product value driven conversations
• Providing customer with high-level service and develops innovative solutions to meet customers' business needs

Enterprise Customer Success Manager, Nursing Health Education

Content Marketing Manager

• Design and implement a scalable, technology-enabled end-to-end paper processing model supporting current and future growth.
• Redesign submission and processing workflows across intake, triage, integrity checks, routing, editing support, and communications.
• Establish governance, controls, and escalation paths to reduce research integrity and fraud risk.
• Define and oversee quality and fraud detection processes, including plagiarism, citation anomalies, and emerging integrity signals.
• Build and manage operational dashboards and KPIs to drive performance, transparency, and continuous improvement.
• Identify and deliver automation and outsourcing opportunities to improve efficiency and cost control.
• Manage external partners, vendors, and classification activities, including taxonomy ownership and optimization.
• Lead change management, documentation, training, and adoption of new workflows and controls across teams.
• Be a member of the SSRN Leadership Team, reporting to the Director of SSRN, while managing a team of 6 processors.

Head of Content Process

Capture Manager

• Drive new business revenue through managing team engagement
• Conduct monthly coaching sessions and quarterly business reviews
• Support key customer sales opportunities
• Develop and maintain solution account plans
• Establish strong relationships with critical client executives

Senior Director, Capture Management – Government Sales

AI Engineer

• Design, develop, and maintain generative AI services and reusable components using mostly Python and a little bit of Java.
• Define and promote best practices in engineering, including scalability, observability, testing, and CI/CD.
• Contribute to system designs spanning multiple services and modules, aligning with architectural best practices.
• Collaborate with product, platform, and research teams to translate AI prototypes into production-ready capabilities.
• Work within a Kubernetes (EKS) environment to deploy scalable, containerized applications.
• Contribute to the resolution of complex technical challenges across distributed systems.
• Mentor less-senior developers on engineering principles, GenAI patterns, and platform development.
• Participate in code reviews, architecture sessions, and cross-team initiatives to ensure quality and maintainability.
• Stay informed of the latest developments in generative AI and advocate for responsible integration into product ecosystems.

Senior Software Engineer – AI Engineering

Account Manager

• Initiating and answering inbound and/or outbound sales contact directly from/to prospective and/or existing customers
• Accepting orders, closing sales, maintaining customer records, and completing required documentation
• Identifying and qualifying prospective customers and recording sales prospecting activity in Salesforce
• Developing new accounts and/or expanding existing accounts within assigned agencies or geographic territories
• Maintaining a thorough understanding of government procurement procedures and guidelines to ensure that the organization's sales initiatives are fully compliant
• Regularly reviewing pipeline opportunities and providing updates in Salesforce
• Work towards an individual sales quota; may have a target earnings bonus or sales incentive opportunity
• Informing customers of new product/service introductions and prices
• Following up on leads with a sense of urgency and provide timely updates to Salesforce
• Maintaining a general understanding and knowledge of our solutions
• Conducting regular onsite and virtual appointments with strategic executives and business partners
• Continuing to build knowledge of business, financials, products/services, the market, or account needs
• Maintaining communication with the Sales Director and other internal stakeholders
• Attending industry conferences and events and represent our company, as required