Customer Success Consultant

About the Role

As a Customer Success Consultant, you will manage and nurture relationships with Law Firm Clients. You will serve as the main point of contact for clients of the assigned solution, ensuring their successful onboarding, continued training and driving adoption.

Furthermore, you will work cross functionally across several departments to drive customer satisfaction.

Responsibilities

• Managing the overall success and client satisfaction with DMS and Drafting Solutions projects
• Being responsible for a portfolio of clients
• Developing a comprehensive training plan to ensure the smooth adoption of the assigned solutions and execute customer retention strategies
• Coordinating with technical support, product, and development teams to resolve any technical or operational issues
• Acting as an advocate for clients by communicating their feedback to internal teams for product improvements and feature enhancements.
• Tracking and analyzing client usage data, performance metrics, and customer satisfaction scores to identify areas for improvement.

Requirements

• Have excellent experience in customer success, account management, client services, or a related role
• Have familiarity with Generative AI, Microsoft products and Document Manage Systems such as iManage, and NetDocuments
• Display great interpersonal and relationship-building skills to engage effectively with clients and stakeholders
• Display great time management skills to meet frequent and possibly conflicting deadlines and work schedules
• Display solid verbal and written communication skills, including influencing and networking with a broad spectrum of internal colleagues and external clients
• Have a legal or technology- related background is helpful

Work in a way that works for you

We promote a healthy work / life balance across the organization. We offer an appealing working prospect for our people.

With numerous wellbeing initiatives, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer

• Health Benefits : Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits : 401(k) with match and an Employee Share Purchase Plan
• Wellbeing : Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
21 hours ago