LexisNexis® InterAction+™ Employee Spotlight Series: Fiona Jackson, Client Advisor
Behind every successful organization lies a team of innovative minds - professionals who are dedicated to the mission of customer success. At InterAction+, we take immense pride in our people who combine cutting-edge technical expertise with a passion for transforming how law firms manage their relationships.
This spotlight series pulls back the curtain to reveal the personalities and perspectives driving our mission to enable our users to find, keep, and win business. Meet team member Fiona Jackson, Client Advisor located in London, UK. Get to know Fiona a bit and meet her in person June 20, 2024 at the InterAction+ user conference, Accelerate. Register for Accelerate today.
Describe your role at InterAction+:
I am one of the Client Advisors here at LexisNexis. I am responsible for the success of several clients largely in London, Scotland, and the West of England. Client Advisors are unique in the market helping clients to drive transformation through alignment of the firm strategy, software, and of course people. I work with a broad team of professional services consultants, account management, and the support team to help drive my clients forward to meet their goals. It is a team effort!
What does your typical day look like?
The one thing I love about my job is that each day is different, each firm is different with distinct strategies, I run a monthly CRM managers club, and I often help to plan events like the recent London Forum and the upcoming Accelerate conference. I spend most of my time with my clients having strategic conversations, providing operational support and anywhere in between. I am often found whipping out my laptop to give a tailored demonstration on how the client can use the tools that InterAction provides and the benefits of doing so, from IQ to Business planning and pipeline management. My particular interest is getting users in a firm together to process map or develop a process for various purposes from events process maps to key client workshops. Of course, I use InterAction to manage my client data truly drinking our own champagne. (with the help of my trusty data steward).
How did you come to join the InterAction+ team and how long have you been on the team?
I have been a CRM Manager or a Client Advisor for most of my career. I joined LexisNexis in 2010 after 12 years working in various law and accountancy firms, 11 of those on InterAction. I left LexisNexis in 2015 to go back in-house. A kind of sabbatical if you will... to a large law firm and was thrilled to return to LexisNexis in 2018 with new experiences and outlook.
What trends are disrupting law firm’s workflow today?
Firms understanding and application of artificial intelligence, competition, and the demand for strategic management and products not just services, smarter delivery of legal services. General Counsel are demanding different things today and are wanting firms that are innovative, dynamic think commercially. On the flip side law firm management needs data and insights to make business decisions from business plans, strength of relationships, and pipelines. Relationship partners need insight and information on the client when and where they need it, be it at an event on a phone app or email. Insights that make them look well informed and that there is true firm collaboration, providing a good experience in this competitive sector and providing the opportunity to cross-sell further services. It’s all about client retention and client growth.
What is the best part of your job?
It has to be every client! Everyone is different, every engagement, every call is different, and I am lucky enough to call some clients friends. I work with world-class talent and learn something every day from colleagues in the UK, Germany, USA, and Australia. Working alongside our Professional Services team is always a pleasure and I learn so much as we take clients on their journeys together.
What sets InterAction+ apart from other legal technology solutions?
We know law firms! Being the leader in our field for a very long time, we have built InterAction from the ground up and we know what makes a law firm tick. Relationships are one of the most important reference points in a law firm, providing relationship and engagement information where and when a user needs it is critical, to allow BD teams to manage their strategies with good data and configuration. From business plans to pipeline, an all-in-one system delivering this when and where people need it is a real boon (and saves time and effort). We have coined the phrase Data Stewards, and often in legal sector recruitment you will see titles such as InterAction data steward, and InterAction Global CRM manager. Again I will reference my very existence at LexisNexis sets us apart from other vendors, Client Advisors provide a unique service.
What techniques help you stay organized and productive?
A good bit of prioritization, I don’t always get it right, but I would say my own use of InterAction helps using Tasks and business plans for my clients. I also work alongside excellent Account Managers which helps enormously.
Final Round
What does your perfect weekend look like?
Annoying my kids, cooking food that in many cases is inedible, and going out with friends. I love a spa day and I enjoy paintballing too. I think about going to the gym and then never getting there. Generally, I focus on relaxation and having fun with family and friends.
Fast Play of Desert Island Discs: Name three discs, one book, and one luxury item you would need to survive as a castaway.
Jeff Wayne - War of the Worlds, The Stone Roses by the Stone Roses, T’pau - Bridge of Spies, John Fowles, French Lieutenants Woman, and my luxury item would be a knife and fork.
What profession other than your own would you like to attempt?
Midwife, perfect amount of empathy, care and tough love!
Name your go-to comfort food?
Cottage Pie – good old England!