Customer Success Manager Level 1 - Legal Vertical

The Client Success Manager will report to the Manager of Customer Success. The core function of this job requires you to interact with our customers daily via phone and email to help solve their issues and train them on how to use our products.

To be successful you’ll need to be great at troubleshooting technical issues, able to learn the software independently and have a passion for clients and technology. You must have a strong understanding of our Customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. This means you’ll need to be great with people, learn our products inside and out and maintain long lasting relationships with our customers to continue to improve their experience with our products and our company.

Roles & Responsibilities

CS Support

• Troubleshoot problems with our products or the client’s configuration to arrive at a resolution within SLO
• Manage projects, documenting important milestones for the client's system, cumulatively building and maintaining client site records
• Meet our key SLAs and Support and Success Metrics
• Serve as the primary owner for any account escalations; i.e., providing more in-depth support, responding to alerts, red flags or poor health and raising problems internally to ensure they are resolved
• Communicate and train on new enhancements / updates / new initiatives / best-practices maintenance by conducting regular web-based scheduled group and/or individual training sessions and periodic outreaches and reviews
• Conduct periodic health checks by reaching out to clients to ensure they are getting the most value from our products and review key items to ensure they maintain strong client health
• Host periodic meetings/teleconferences with client (and internally) to review outstanding items
• Be both the Product and Customer advocate, ensuring concerns, questions or requests are fairly reviewed and responded to in a timely manner with improving the Customer Experience always a primary concern
• Proactively manage and monitor our "quiet" and lower ARR clients, to re-engage and ensure ROI
• High level of industry-related knowledge and project management skills
• Escalate issues to more senior CS staff when they cannot solve on their own
• Coordinate and manage resources (both internal and sometimes external), directing their efforts to ensure timely implementations, quick issue resolutions and otherwise meet client expectations

Knowledge Management & Training

• Could you please help in posting the final version on Indeed? Know TRG Screen products well enough to instruct clients on all aspects of operation
• Keep product documentation and videotaped guided walkthroughs up to date
• Help support your product goals by aiding in the creation of client training and onboarding materials and quality assurance testing.
• Write text for a “What’s New” Tip of the Month or help another writer review UI text for an upcoming feature and send to Team Lead and Senior Documentation Manager for review
• Develop and train other staff and clients, identifying needs and planning training to meet those needs
• Attend User Group and other client events
• Serve as a product expert on existing features
• Keep up to date regarding new product features

Sales Support

· Provide consultative services to clients and prospects that facilitate the integration of TRG Screen products into their system environment and platforms

Prioritization

• Provide feedback to our development team regarding active issues and trends
• Escalate issues to Development Team when CS cannot solve on their own
• Serve as a customer advocate by championing product enhancements through our CS Led Development process and working closely with our Product Specialists to ensure critical improvements are made

Quality Assurance

• Test and support BETA products and new products that are launched
• Answer product questions and clearly explain technical concepts to a technical and non-technical audience in a fast-paced environment.
• Perform various forms of testing including performance, regression, integration, system and configuration testing; Work with Technical Solutions Analysts and business stakeholders to manually test apps across multiple configurations, including ad-hoc and exploratory testing, smoke tests and regression tests as needed

CSM Level 1 Qualifications:

• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• 1-2 years of previous hands-on experience supporting clients using hosted/ASP/SaaS software
• Strong PowerPoint/Presentation skills
• Bachelor’s degree and 2 years in a Customer Success, Relationship Management, Account Management, Customer Support or similar role
• Exceptional written and verbal communication skills, highly organized, collaborative and detail oriented
• Self-managed self-starter, confident and accountable for their work