Job Details

Customer Success Manager

Company name

Organization Type

In-House

Job Type

Attorney

Date Last Verified

Sep 17,2019

Valid Through

Dec 31,2019

Posted on

Jan 24,2018

Years of Experience

Min 5 yrs required

Location

Philadelphia, PA, United States

Employment Type

Full-time

Industry

Legal
Practice Area
Corporate >> Corporate - General
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Customer Success Manager
Proactively managing, protecting and growing revenue of firm firm to existing customers within an assigned territory/set of accounts. Developing and executing a defined account management strategy that drives retention, renewal, and adoption. Successful implementation of customer and trial onboarding (including product set-up, id troubleshooting, training, etc.), enhanced support, on-going maintenance, usage analysis and usage driving activities of assigned firm firm customer accounts. Deliver a superior customer experience for firm firm and thereby support the businesses’ NPS and renewal goals Create programs which are designed to help firm firm users get the most value from Legal Analytics by identifying opportunities and strategies to improve their business, drive action, and achieve results by using firm firm’s data-driven insights. Understand user’s business needs/expectations and goals so deeply that everything the CSM does is about helping them achieve/exceed those goals. Meet or exceed monthly and annual sales and retention goals. Identifies and targets revenue/growth opportunities within an assigned territory/set of accounts; develops and implements a detailed strategic account management plan to demonstrate how to maximize those revenue opportunities. Optimize Customer Lifecycle Plan to maximize revenue growth and retention by developing tactics/approaches that will drive the model. Manage existing customer relationships and implement programs and tools to drive retention, revenue growth, and upsell opportunities. Take a proactive approach in growing usage and enabling customer success. Identifies key contacts and decision makers within a customer organization and develops strong relationships with those contacts. Owns the relationship with the customer and is responsible for the overall health/status of the relationship. Create a persistent focus on the customer in the customer-facing actions the company takes. Proactively provides customer and product feedback to other parts of the organization (e.g. Product, Marketing, and Sales), specifically, issues related to product performance and product or content gaps as well as any competitive feedback received from customers; any feedback that can impede or hinder retention and renewal. Assists in contract renewal and negotiates/renegotiates contracts. Conduct Strategic meetings with account decision-makers. Develop, implement, and execute training and onboarding plans and programs to ensure customer success (renewals, paid trials, and existing customers). Work with customers to implement firm firm programs in-house, including Lunch and Learns, webinars, newsletters, internal resource integration, and other programs to ensure that customers are receiving the value they purchased. Collaborate with Sales, Marketing, Product, Customer Experience, and GC/Chief Evangelist; to create and implement usage analysis, usage driving programs and individual account usage and support plans. Primary responsibility for strategizing and executing the usage plans. Regularly communicates with Sales Directors assigned to the account to understand account priorities, updated strategy and to provide feedback on recommended service element modifications. Act as the account, product and issue expert in assessing and addressing the overall health of the assigned accounts. Share customer knowledge gathered through regular client interaction with the marketing, product, and sales teams. Communicate account specific use cases to the Sales, Marketing, Product, and Customer Success teams. Utilizes all required processes, tools, systems, activity metrics and reporting tools. Review usage to determine areas of opportunity and growth and provide recommendations on the development of customer success resources and tools to drive product awareness, value and adoption.

Qualification and Experience

The candidate should have JD degree and 5+ years of successful account management, sales, customer training or equivalent experience, preferably with complex legal solutions. Must have deep understanding of law firm and in-house operations and trends affecting the legal marketplace. Should be stay up to date and track current awareness and legal news involving clients, competitors, practice areas, and industries. Must have strong verbal and written communication skills including the ability to present to an executive-level audience. Excellent communication and presentation skill is needed.

Company info

Hiring Coordinator
Lex Machina
1010 Doyle Street
Suite 200
Menlo Park, CA 94025

Review:

"A Firm Based Around Profits"

Former Employee - Reviewed on September 09, 2017

This firm needs to stop being greedy and focus more on proper business ethics. Clients will not want to come to a law firm that is only concerned with making money. Employees will feel uneasy as well and lead people to come and go.

Pros : The firm offers good salaries that are above average for the area they are in. Promotions are available quite frequently and give employees the opportunity to advance within the firm. The firm is quite large and almost always has room for growth and advancement.
Cons : Unfortunately, this firm is a bit of a revolving door. Employees come and go because management is too concerned with money. They only care about making a profit off their clients and don
Current or former employee? : Former Employee

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