- Responsible for project managing Global Large Law and Corporate customers transition from - IP/Username and Password access to SSO- Escalation point for complex queries and escalations- Responsibility for creation of documentation and defining processes to improve on existing practices- Training new colleagues and providing ongoing training to existing colleagues- Working with internal stakeholders and the sales team to secure high value renewals- Proactive management of a personal block of strategic clients

- Provide first line technical support for various SaaS products- Resolving customer queries to a consistently high standard- Liaising with a range of internal teams for technical issue resolutions- Educating and supporting users on available products and service enhancements- Building a rapport with customers and defining value in the service

Manage the library budget to ensure stakeholders have the materials they need to maintain the websiteHelping customers on the phone and over email to resolve order and website issuesProcess journals, press releases and law reports for upload to online platforms

- Proactive management of a case loaded block of group income protection claims- Requirement to meet strict quality targets in a highly regulated industry- Building strong relationships with claimants, clients and business partners