Customer Success Specialist

Min 3 yrs required

Full-time

No

Law Firm Seeking Customer Success Specialist for Newly Introduced Digital Programs

Full-time Position with Potential for Hybrid or Remote Work

Overview:

Wilson Sonsini is a premier law firm providing legal advice to technology, life sciences, and other growing businesses across the globe. With over 1,200 attorneys in 19 offices, we offer a broad range of practices and opportunities for professional growth. We are currently seeking a Customer Success Specialist to ensure a seamless and enjoyable experience for both internal and external users of our new digital service technologies and experiences.

Responsibilities:

- Oversee day-to-day operations of digital platform
- Assist with implementation of systems and processes for managing and scaling a digital customer experience organization
- Promote positive experiences for internal and external stakeholders during the transition to new modes of service delivery
- Provide demonstrations and training to users
- Anticipate and resolve potential problems in collaboration with other teams
- Track and analyze user data to improve satisfaction
- Build and maintain relationships with users to increase adoption and retention
- Escalate any operational issues to management
- Other duties as assigned

Qualifications:

- Minimum of 3 years experience in software customer support, account management, or customer success
- Experience with B2B platforms preferred
- Legal experience or familiarity with legal processes and SaaS solutions highly preferred
- Comfortable working in a fast-paced, dynamic environment
- Strong computer skills
- Excellent communication and problem-solving abilities
- High school diploma or GED required; Bachelor's degree preferred

Salary Information:

The base pay for this position will vary based on qualifications, experience, and location. The expected salary ranges are as follows:

- San Francisco and Silicon Valley: $81,600 - $110,400 per year
- Austin, Boston, Boulder, District of Columbia, Los Angeles, New York, San Diego, Seattle, and Wilmington: $73,100 - $98,900 per year
- Salt Lake City and all other locations: $65,450 - $88,550 per year

In addition to salary, we offer a competitive benefits package and may include a discretionary year-end merit bonus based on performance.

Equal Opportunity Employer (EOE)

Not specified

Competitive salary and benefits package, discretionary year-end merit bonus, opportunities for professional achievement and career growth

Not specified

Customer Service, Account Management, Client Service, Paralegal, Legal Operations, Legal Software, Start-up Environment, MS Office, Relationship Building, Problem-solving, Organization, Planning, Eagerness to Learn, High School Diploma, Bachelor's Degree

High school diploma or GED required; Bachelor's degree preferred

Interested candidates should submit their resume, cover letter, and any relevant materials through the company's online application portal.

Legal