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Client Success Manager The candidate will provide account management to service law firms, corporations, and law schools in a defined geographic area. Will expand and position firm's comprehensive legal and business intelligence platforms, including firm's Law, by participating in all stages of the customer lifecycle â€“ pre-sale demonstrations, managed trials, onboarding, ongoing retention activities, and an assist on the renewal of accounts. Also, this individual will have direct revenue responsibilities. Will build and manage the appropriate relationships throughout the assigned territory to drive usage, adoption, and retention of firm's Legal Products. Special focus on building relationships with practice managers and across the C-suite. Accountability will based on usage targets, metrics, and user growth. Develop and execute specific action plans to retain and grow existing business revenue within the assigned territory and across national clients who enjoy a firm-wide contract for firm's Law. Collaborate with sales partners on upsell opportunities, conversion from firm's to firm's Law, and on renewal strategies. Exercise solid territory account management skills to ensure all customers receive frequent attention and support. Prioritize all incoming client requests and provides timely responses. Responsible for handling and responding to all customer maintenance requests of active accounts. Correctly balance the execution of activities in firms, corporations, and law schools as directed by the Vice President, Client Success and Client Success Regional Manager. Pre-sale value-based demonstrations of firm's Law that are focused on the customerâ€™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 firm's Law materials to reinforce product daily. Gather feedback and track attendance while developing strategy and tactics to grow the business. Manage ongoing training throughout the contract; share and demo new enhancements to firm's Law and promote value to the client. Provide clients with general as well as specialized trainings, geared to the practice areas and research needs of each particular customer. Pursue a role of â€œbusiness partnerâ€ with the clients to collect relevant information and enhance the relationship. Ensure that existing clients are active users as well as strong promoters of firm's Legal Products and obtain an overwhelming return on their investment in the products. Create awareness of firm's Law by conducting specialized trainings in the assigned law schools. Position and market firm's Law as a commercial practice tool. Maintain and establish strong relationships with students and faculty in their assigned law schools. 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. Remain current on new firm's products and enhancements, develop knowledge of the competition, and stay abreast of industry trends in legal research. Participate in special projects to help drive growth and retention of company client base and perform other duties as assigned.
Qualification and Experience
The candidate must have 2-3 yearsâ€™ relevant experience. Must have excellent written, verbal, and presentation skills to communicate value propositions to industry decision makers; strong analytical and time management skills. Must have expertise in Microsoft Word, PowerPoint, and Excel. Sales and/or account management experience a plus. JD degree required.
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