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Electronic Discovery Customer Success Manager
Chicago
Job Description
The Customer Success Manager is responsible for helping customers obtain the most value from the firm’s software platform.
As a member of the Customer Success team, you will build relationships, understand customer objectives and challenges, determine and mitigate customer risk, and identify product adoption and upsell opportunities.
The ideal candidate has strong business acumen and empathy to place oneself in a “client’s shoes,” as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted client partner who can effectively identify and mitigate account risk and rally all levels of the firm’s management to retain and ultimately increase our customers’ usage of all the firm’s products.
From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware we are onsite with a traditional work schedule and are not offering remote nor hybrid roles at this time.
Duties & Responsibilities
Chicago
Job Description
The Customer Success Manager is responsible for helping customers obtain the most value from the firm’s software platform.
As a member of the Customer Success team, you will build relationships, understand customer objectives and challenges, determine and mitigate customer risk, and identify product adoption and upsell opportunities.
The ideal candidate has strong business acumen and empathy to place oneself in a “client’s shoes,” as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted client partner who can effectively identify and mitigate account risk and rally all levels of the firm’s management to retain and ultimately increase our customers’ usage of all the firm’s products.
From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware we are onsite with a traditional work schedule and are not offering remote nor hybrid roles at this time.
Duties & Responsibilities
- Work closely with clients to ensure successful onboarding onto the firm’s platform.
- Ability to multi-task and proactively manage the needs of multiple accounts.
- Communicate effectively with all levels of a customer’s management team, instilling a sense of confidence in the firm’s ability to resolve application issues.
- Understand customer health and proactively mitigate renewal risk.
- Manage and drive customer escalations to completion.
- Hold Quarterly Business Reviews with customers to discuss the relationship and gauge satisfaction.
- Identify upsell opportunities to add revenue and employ strategies to drive additional product usage.
- Track and report usage metrics and identify trends, risks, and opportunities.
- Provide feature walkthroughs for the latest product releases.
- Collaborate with internal teams to address customer challenges.
- Establish and provide eDiscovery strategies and best practices using the firm’s platform.
- Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.
- Proven track-record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology
- Driven, collaborative individual who is a team player
- Ability to build and cultivate strong customer relationships
- Problem solver with strong attention to detail
- Ability to quickly learn and understand technology
- Excellent written and oral communication skills to manage expectations
- Bachelors in technology (computer science, IT, etc.) or legal field (Paralegal, JD)
- 5+ years’ experience in account management or consulting within eDiscovery, data forensics or legal industry
- Brainspace, ACEDS or other eDiscovery certification(s)
- Prior experience in collaborating with and building strong relationships with clients
- Excellent organization and time management skills to handle multiple, competing demands
- Project Management experience and/or PMP certification is a plus