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Client Success Manager Responsibilities: Drive usage and retention of company’s Legal Products and services with accountability based on usage targets/metrics/user growth. Exercise solid territory management skills so that all customers receive frequent attention. Prioritize all incoming requests and respond within no more than a 24 hour period. Correctly balance the execution of activities in firms, corporations and law schools as directed by your VP and Regional Manager. Learn and utilize best practices to support the following commercial initiatives: Pre-sale value based demonstrations of company that are focused on the customer’s definition of value and ROI. Manage effective trials that take the customer from pre-sale demo to a closed sale. Complete an onboarding program that blankets the firm with training in their respective practice areas; drive online usage and offline delivery of company’s materials so that value is reinforced daily. Execute on a routine of ongoing training throughout the contract; share/demo new enhancements to company and promote them across the client. Always pursue a role of “business partner” with your clients so that you are collecting information and constantly enriching the relationship between company and the client. Learn and utilize best practices to support the law school initiatives. Drive awareness of company through student-focused prepare to practice training events. Drive awareness and adoption of company’s Law through library update events. Support other law school initiatives that build awareness and loyalty including but not limited to Law Review training, Classroom assistance, Clinical support. Retain and grow existing revenue within your assigned territory and across national clients who enjoy a firm-wide contract for the company. Collaborate with sales partners on upsell opportunities, conversion from the company and all renewals. Collaborate with Sales partners as well as customer contacts on the scope and use case of all training initiatives; show curiosity around client strategic vision and adopt their cause as own. Ensure that existing clients are active users as well as strong promoters of company’s Legal Products and obtain an overwhelming return on their investment in the products. Develop and implement strong onboarding programs for new clients including providing training, gathering feedback and tracking attendance while developing strategy and tactics to grow the business. Provide general as well as specialized training to clients on all the company’s products including being able to develop training outlines geared to the practice areas and research needs of the particular customers. Responsible for handling and responding to all customer maintenance requests of active accounts as part of the client-facing role. Ability to effectively work in groups, prepare and give relevant, targeted presentations to large and small audiences, and train clients on how to navigate online services. Special focus on building relationships with practice managers and across the C-suite. Share contacts, including introductions, with your sales colleagues. Remain current on new company’s products and enhancements, develop knowledge of the competition, and stay abreast of industry trends in legal research. Collaborate with sales colleagues and senior management to develop renewal strategies for company’s Legal Products and develop and execute specific action plans to retain and grow existing business. Interpret client comments and provide meaningful and useful synthesized feedback to colleagues to help develop and grow our business. Participate in special projects to help drive growth and retention of our client base.
Qualification and Experience
Requirements: A JD degree required. Effective written, verbal, and presentation skills to communicate value propositions to the industry decision makers; strong analytical and time management skills; expertise in Microsoft Word, PowerPoint, and Excel; confident and personable self-starter with the ability to work in a fast-paced, detail-oriented environment; flexibility for travel is required; Sales and/or account management experience a plus.
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