Legal Tech Customer Success Consultant- JD Required

Overview

This role focuses on managing and nurturing relationships with law firm clients to drive successful onboarding, continued training, and solution adoption. You will serve as the main point of contact for clients of the assigned solution and collaborate cross-functionally to improve customer satisfaction.

Responsibilities

• Manage overall project success and client satisfaction for DMS and Drafting Solutions projects
• Own a portfolio of clients
• Develop and execute comprehensive training plans to support smooth adoption of assigned solutions
• Drive customer retention strategies
• Coordinate with technical support, product, and development teams to resolve technical or operational issues
• Serve as a client advocate by communicating client feedback to internal teams for product improvements and feature enhancements
• Track and analyze client usage data, performance metrics, and customer satisfaction scores to identify opportunities for improvement

Requirements

• Strong experience in customer success, account management, client services, or a related role
• Familiarity with Generative AI, Microsoft products, and Document Management Systems such as iManage and NetDocuments
• Excellent interpersonal skills with the ability to build relationships with clients and stakeholders
• Strong time management skills to meet frequent and possibly conflicting deadlines and work schedules
• Strong verbal and written communication skills, including influencing and networking with a broad spectrum of internal colleagues and external clients
• Legal or technology-related background is helpful

Compensation & Benefits

Benefits include:

• Health benefits: Comprehensive, multi-carrier program for medical, dental, and vision
• Retirement benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance, and time-off programs
• Insurance: Short- and Long-Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family benefits: Bonding and family care leaves, adoption and surrogacy benefits
• Spending accounts: Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts
• Paid time off: Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with a charity of choice

Location

Work in a way that works for you, including flexible hours with the ability to adjust working times during the day to fit responsibilities and work when you are most productive.