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

#LI-POST

]]> Mon, 03 Jan 2022 00:00:00 EST 0 Chicago, Illinois
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.
Description
The Strategic Sales Engineer ( SSE ) is responsible for providing product support to new prospects during the sales cycle. In this role, you will identify, understand, and define customer needs and demonstrate how the firm s eDiscovery platform meets those needs. You will provide technical sales support for pursuits to close opportunities in the law firm, corporate, government, and third-party service providers segments. The SSE is considered one of the most knowledgeable members of the team and provides additional support and demonstrations for strategic purposes, including tradeshows.

This highly technical sales-support role will have an excellent understanding or all facets of the firm s software and be able to clearly articulate how the software works and help support a prospects specific product questions. This exciting role helps our prospects understand why the firm s software is the premier eDiscovery and AI platform on the market. The successful candidate will have previous eDiscovery experience and a proven track record of driving growth.



Essential Duties & Responsibilities

• This role requires the ability to really understand the prospect s use case and workflows to then effectively deep-dive into how the firm s software solutions will meet or exceed the prospect s requirements.
• Present the firm s platform to current and prospective customers with a master understanding the various functionality, workflows, differentiators, and customization capabilities.
• Provides advanced-level technical support to complex sales presentations and product demonstrations.
• Participate in demo system design, planning and spec-out configuration requirements, setting clear expectations and scope for hands-on testing for a positive outcome.
• Listen and understand the underlying questions from customers and tailor the product feedback accordingly.
• The ability to present our workflows in simple and easy to digest components.
• Provide feedback to technology and sales leadership related to concerns presented during product demonstrations.
• Collaborate with sales and client services teams for positive customer and prospect experiences.
• Consistently maintain a high level of meeting activity with a target of five product demos per week
• Stay current on eDiscovery market trends and competitor strategies.

Special Knowledge, Skills, Abilities and Training

• 5+ years in eDiscovery or legal software industry
• Consistently ranked as top performer in sales engineering roles
• Exceptional verbal communication, networking, and relationship building skills.
• Ability to converse with prospects at all levels, including the executive level.
• Detail oriented with capacity to manage multiple, simultaneous sales cycles.
• Ability to work independently in a fast-paced, changing environment to prospect and develop new business;Ability to pivot and adjust product messaging according to customer s use case.
• Excellent written and oral communication skills, including presentations
• Professional mannerisms and appearance
• Travel, as necessary

Education & Experience

• Education: Bachelor s degree required.

Experience:

• 3-4 years of experience in sales engineering or technical consulting
• Special consideration will be given to candidate with experience in cloud-delivered legal software eDiscovery software or services.

#LI-POST
]]> Tue, 18 Jan 2022 00:00:00 EST 0