https://JOBS.LINKSPARTNERS.COM/ en-us 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.

Special Knowledge, Skills, Abilities and Training

• 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

Education & Experience

• 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

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]]> Mon, 03 Jan 2022 00:00:00 EST 0 Title:
Senior Computer Forensics Analyst
Location:
Philadelphia, PA / New York, NY / Fort Lauderdale, FL / Other
Summary:
Provide senior and expertise skill level in digital forensics principles when acquiring, collecting, preserving, and processing of data. Independently capable of conducting a forensic data acquisition and performing a full forensic examination/analysis of Windows and MAC-based desktop/laptop computer systems, servers to include Exchange and Files Shares, mobile devices, and related digital storage media. Experience with incident response (triaging, collection and analysis). Document and report and be able to provide expert witness testimony for investigations and litigations. Experience managing a team of examiners and mentoring same. The senior examiner must be able to utilize industry accepted forensic tools such as EnCase, FTK, and X-ways.
Job Responsibilities:

• Must be able to manage multiple projects and maintain a computer forensics lab.
• Serve on forensic projects and functionally participate in project meetings
• Proactively assist in the management of clients
• Train and mentor staff
• Establish effective working relationships directly with clients
• Generate high quality forensic reports presenting complex technical processes and findings clearly and concisely to technical and non-technical business clients while meeting expected timelines
• Compose affidavits, and depositions and participate in court testimony as needed.
• Conduct or assist with forensic acquisition and preservation of electronic data from a wide range of information technology environments and platforms including social media and mobile devices.
• Conduct on-site and remote imaging and data captures. Coordinate and track all electronic collection activities, maintain chain of custody and project lifecycle documentation to ensure computer forensic protocols are met.
• Research and analyze new technologies and provide recommendations on the best leading-edge technology for organization use.

Qualifications:

• Must be competent in digital computer forensics, electronic discovery, and information security.
• Knowledge and experience with Windows, Macintosh, and Linux.
• Firm understanding of: information systems security, network architecture, physical server and desktop architecture, virtual infrastructure architecture, general database concept, document management concepts.
• Firm understanding of electronic mail systems such as Exchange, GroupWise, Lotus Notes and cloud hosted services.
• Experience with EnCase, FTK, Oxygen, Cellebrite, IEF, et al.
• Ability to establish, maintain and execute all components of an incident response plan, from incident intake through root cause analysis, technical remediation analysis, and reporting
• Must be very detail-oriented
• Must be able to interact with other staff and clients, in person or by phone.
• Critical thinker, problem solver.
• Must hold 2 or more industry recognized digital forensic certifications: A+, CFCE, CCE, GCFA, GCFE, EnCE, ACE, CCME, or similar certification
• Cyber/network related certifications: (one or more): Network+, Server+, GREM, GNFA, CISSP, CCNA, CCNP, or similar certification
• Excellent written and oral communication skills.
• Ability to create exceptional, detail-oriented, client deliverables.
• Experience with scripting and programming languages such as: C#, Java, Python, Pearl, Bash scripting, PHP, etc., a plus.
• Law enforcement background (not required but a plus).
• Government background (not required, but a plus).
• 7+ years professional work experience related to field conducting computer forensics investigations, post incident response;and network forensics
• Experience testifying in court, Grand Jury, or other legal proceedings through testimony, sworn affidavits, declarations, or other legal instruments.

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