Client Success Manager

June 5

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Litigation Support Services • Case Analysis Software • Court Reporting • Litigation Support Software • US Depositions Abroad

201 - 500

💰 Private Equity Round on 2017-08

Description

• Act as the client’s primary point of contact from deal close all the way to renewal, quarterbacking all client touchpoints and bringing in our cross-functional teams where needed • Develop and maintain a strategic plan for each account and establish KPI goals • Implement the playbook for managing accounts based on segmentation • Prepare for and conduct quarterly business reviews or an agreed regular check-in cadence with assigned clients • Report on client usage on a quarterly basis and measure customer’s adoption and satisfaction against KPI goals • Execute strategies to promote and increase adoption within the firm, either traveling to customer sites or meeting clients remotely, arranging thought leadership presentations, lunch-and-learns and other educational or promotional events in partnership with Sales and Adoption Specialists • Partner closely with the Sales team to understand client needs and unearth upsell, cross-sell or other expansion opportunities • Deliver renewal proposals and progress renewal opportunities to closing • Answer client inquiries and/or direct them to the appropriate team depending on the nature of their query • Play an active role in handling client disputes and escalations • Other responsibilities, as needed, to prevent churn and retain accounts

Requirements

• Experienced client success or account manager, preferably in a technology or software company • Strong ability to listen, empathize and analyse customer needs, and engage with customers in a consultative manner • Excellent written and verbal communication and interpersonal skills are critical to this role – you are a charismatic, people-person that has the ability to talk to anyone, including senior executives, and you are comfortable working in an ever-changing fast-paced environment • Excellent presentation skills • Patient demeanour; excellent ability to hand-hold non-savvy customers with tact and diplomacy • Analytical skills and background, with ability to use data to power decision-making • Impeccable attention to detail and ability to learn quickly, deliver high-quality results and coordinate work across multiple teams • Organised, with excellent time management skills • Proactive, flexible and has a can-do attitude • Strong team player but also able to work well independently and autonomously • Law, business or relevant degree

Benefits

• 401k contribution • 21 days annual holidays, flexible working, and length of service holiday entitlement • Healthcare insurance • Dental plan • Vision insurance • Life, short-term and long-term disability Insurance • Calm and Mindfulness sessions • A day of leave to volunteer for charity work or dependent cover • Accessible and modern office space