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Leads customer experience initiatives from scoping through measurement and iteration. Manages cross-functional projects, customer journey improvements, CX documentation, and AI-enabled customer-facing solutions. Analyzes NPS, CSAT, CES, feedback, and behavioral data to identify opportunities, partners with Product and Technology teams, and may lead a small team of CX specialists.

Provide timely, accurate royalty and content analytics and financial reporting to support business decisions. Analyze large datasets to identify trends, anomalies, and allocation impacts; support monthly royalty reconciliation; design and automate reporting and data structures; respond to licensing and royalty inquiries; prepare analytical materials for commercial and content planning; and drive process improvements to ensure reporting integrity and operational effectiveness.

Implements pricing strategy for the Small Law Business Segment by responding to pricing inquiries, developing proposals, supporting deal approvals, and completing contract business terms. Analyzes pricing data, reconciles discrepancies, provides benchmarking and pricing guidance, supports renewals and upsells, addresses cost-recovery questions, and recommends pricing improvements to senior colleagues. The role collaborates with sales, segment, and legal teams and requires strong organization, communication, quantitative ability, and deadline management.

Manages and expands channel partner relationships to drive revenue growth and achieve sales goals. Identifies opportunities, supports sales activities, develops customer relationships, oversees account health, negotiates contracts, communicates product feedback, and gathers market insights. The role requires strong B2B sales, account management, marketing, negotiation, communication, and presentation skills. This is a hybrid position requiring weekly attendance at the Miamisburg, Ohio office on Mondays and Tuesdays.

Develop and deploy NLP and machine learning models for classification, sentiment analysis, entity extraction, information retrieval, and user intent detection across large-scale legal, financial, news, and business datasets. Design scalable data science pipelines, evaluate modern AI algorithms and tools, translate business needs into technical solutions, and collaborate with product and engineering teams. Mentor junior scientists and contribute to model deployment, monitoring, maintenance, and development best practices.

Conduct high-volume outbound prospecting through calls, email, and online research. Identify and qualify sales opportunities, engage and nurture relationships with prospective decision-makers, maintain prospect networks, and schedule qualified appointments. Collaborate with Business Development Managers and sales teams to build future business pipelines while meeting prospecting and sales goals.

Creates branded marketing and sales enablement assets, including presentations, videos, digital content, landing pages, and collateral. Administers and optimizes Seismic, Captello, Pardot, video platforms, and online-store technology. Executes automated digital campaigns, manages event workflows, monitors performance, and improves marketing processes through AI and automation. Maintains content libraries, develops templates, troubleshoots platforms, documents best practices, and trains teams on marketing technology and design standards.

Manage large law firm accounts by driving adoption, retention, usage growth, and measurable customer value. Build trusted stakeholder relationships, develop success plans, guide adoption of legal research, drafting, analytics, and AI solutions, and support change management. Use customer health and usage data to identify risks and growth opportunities. Partner with Sales, Product, Marketing, and Enablement while sharing customer insights to improve products and customer experience.

Leads the maintenance and development of Criminal Law Practical Guidance content. Monitors legal developments, conducts research, assesses impacts, and drafts or edits accurate, practical updates. Manages content workflows, trackers, remediation projects, and customer-focused improvements. Evaluates AI-assisted editorial work for legal accuracy and quality, while collaborating with cross-functional teams on content strategy, workflow improvements, and product enhancements.

Leads product adoption and operational readiness across enterprise business systems, including Salesforce, CPQ, ERP, eCommerce, and sales enablement platforms. Develops data-driven, AI-supported change and adoption strategies; establishes go-live standards, adoption KPIs, feedback loops, and readiness frameworks. Partners with Product, Technology, Sales, Marketing, Finance, and Operations teams to connect platform usage with business outcomes, operationalize workflows, and accelerate value realization. Manages and develops an adoption and change execution team.