What are the responsibilities and job description for the Customer Success Manager position at ABC Legal Services?
About ABC Legal Services:
ABC Legal Services is proud to be the nation's leading service of process and court filing company. Docketly is a subsidiary of ABC Legal Services, providing appearance counsel, covering simple creditors rights hearings. We find attorneys to stand-in on short, procedural hearings. We are looking for a team player that can roll up their sleeves and learn from the bottom up and be able to pick up multiple job duties quickly, and efficiently. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!
Job Overview:
Customer Success Manager responsible for maintaining business growth and profitability by maximizing customer value. Analyzes customer data to improve customer experience and holding reoccurring customer meetings with your accounts. Ultimately, you will work directly with larger Enterprise clients to help solve their problems and ensure their satisfaction. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner. This position is in Docketly's HQ office in Longmont, Colorado.
Key Responsibilities:
- This is a senior position which works with the larger enterprise clients who require constant day to day monitoring.
- Develops strong relationships with assigned customers and works to fully understand customer's needs.
- Responsible for maintaining an excellent customer satisfaction rating. Achieved by completing tasks such as: timely follow up on any negative feedback, pro-active customer success calls, building relationships, etc.
- Push innovation through an agile mindset to improve the customer experience and efficiency of our product.
- Contribute to Docketly's Sales and Customer Success vision and strategy.
- Identify opportunities to expand the current customers range of products, driving product adoption.
- Responsible for setting up client EDI including customization to meet the needs of the client's case management system.
- Works with larger clients to understand their needs and propose new website features through the agile process. Must be able to prove the value added vs. time spent to create features to narrow down which items are top priority.
- Conducts quarterly business reviews with top ten volume-based clients. Reviews pricing, volume, metrics & success rates.
- Assist in on-going technical and product education for both internal and external users.
- Identify and retain customers through understanding of their day-to-day usage with Docketly.
- Work cross-functionally with teams such as Sales, Marketing, Performance, Development and Operations.
- Follows good customer service standards in all dealings with staff, clients and/or attorneys.
- Performs other duties as assigned.
Qualifications:
- Proven work experience as a Customer Success Manager or similar role
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Must have excellent verbal and written communication skills, including effectively running customer meetings
- Infrequent travel to trade shows or conventions or client visits possible.
Being a Docketly employee means:
- Comprehensive Medical, Dental Vision Coverage
- 401K plan with company matching
- Transit benefits
- Excellent growth opportunities
Starting Pay: $60,000 to $70,000 per year
Schedule: Full-time, Monday through Friday
Salary : $60,000 - $70,000
