Analysis & Guidance Specialist

Do you enjoy building solid internal and external relationships resulting in growth?

Do you enjoy collaborating cross-functionally to deliver on common goals?

About the Role:

The Analysis & Guidance Specialist is executive level of sales support for our Large Law AmLaw 200 Customers. This role will support and manage a specific designated products’ day-to-day operational function involving both internal and external customers   This role also partners closely with different segment leaders from Accounting, Sales and Client services to provide operational support and ensure customer orders are fulfilled efficiently and accurately.. Demonstrates some proficiency with concepts and processes. Analyses possible solutions using standard procedures. Receives a moderate level of guidance and direction from more senior level roles.

Responsibilities:

• Serve as executive-level sales support for designated AmLaw 200 customers, ensuring accurate, timely, and compliant execution of day‑to‑day operational activities for assigned LexisNexis products.

• Own and support order fulfillment and order orchestration activities, coordinating across Sales, Accounting, Client Services, and downstream operational teams to ensure customer orders are processed, provisioned, and activated accurately.

• Manage end‑to‑end operational workflows for designated products, from order intake through billing, provisioning, and post‑implementation support.

• Maintain a high-level understanding of accounting practices, applying that knowledge to support customer invoice reviews, billing inquiries, and invoice-to-contract reconciliations in partnership with Accounting and Client Services.

• Act as a primary operational and billing liaison for internal partners and external customers, addressing order status, fulfillment issues, invoicing questions, and post‑sale operational needs.

• Analyze customer requests, billing variances, and fulfillment discrepancies using established procedures to determine appropriate resolutions, escalating non‑standard or high‑risk issues when required.

• Ensure order, billing, and invoice accuracy, confirming alignment with contract terms, pricing, entitlements, revenue policies, and internal Segment standards.

• Provide customer-facing support and guidance for LexisNexis Account Center, including training customers on account setup, user administration, access management, and standard self‑service functionality.

• Partner with Sales and Client Services to support LexisNexis Account Center onboarding, ensuring customers understand platform capabilities tied to their purchased products and services.

• Deliver clear, professional customer communications related to order fulfillment status, billing reconciliation outcomes, and Account Center usage expectations.

• Utilize an intermediate to expert level of Microsoft Excel to perform reconciliations, analyze order and billing data, internal Account Plans reporting, customer facing Business Reviews , and support reporting needs (e.g., pivot tables, complex formulas, lookups).

• Apply a basic working knowledge of SQL to validate data outputs, investigate discrepancies, and extract data to support customer reporting and analysis requests

• Identify and mitigate operational, fulfillment, or billing risks that could impact customer experience, revenue integrity, or delivery timelines.

• Support issue resolution and root cause analysis for recurring order, invoicing, or access-related issues; recommend corrective actions and process improvements.

• Maintain audit-ready documentation covering order orchestration steps, reconciliation findings, customer communications, and resolution outcomes.

• Liaison with internal customers (i.e. Sales, Credit & Collection, Customer Service, Accounts Receivable, GOTC, etc.) fostering collaborative relationships among different teams.

• Maintain a pristine record of customer satisfaction in accordance with company policy. This will require the routine handling of both internal and external customer concerns and issues and providing sales representatives and support staff with the necessary tools and knowledge to address these problems.

Requirements:

• Basic working knowledge of SQL
• Advanced knowledge of Excel
• Experience working with customers and client facing roles
• Cross-collaboration experience
• Strong attention to detail
• Issue resolution experience and root cause analysis experience

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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