What are the responsibilities and job description for the Director of Customer Success position at Clarra?
Clarra is a fast-growing legal tech company that provides a law practice and legal case management software-as-a-service (SaaS) application that enables law firms to simplify management and accelerate growth. By addressing the unique needs of law firms to track and manage matters, events, deadlines, timekeeping, expenses, and contacts, we allow firms to improve caseload efficiency, eliminate errors, meet deadlines, improve transparency, and improve profitability.
We are seeking a Director of Customer Success (DCS) to ensure that our customers are able to realize all of the features and benefits of Clarra fully. The Director of Customer Success will be responsible for building a team of Customer Success Managers who work directly with our customers to educate, customize the application, onboard users, and project manage the overall implementation.
Responsibilities :
- Develop an overall support strategy to meet the needs of customer support journey
- Work directly with paralegals, operations directors, and attorneys to understand their requirements
- Work with our law firm clients on education, onboarding, requirements gathering, project management, data migration, and training
- Manage and respond to trouble tickets submitted to our trouble ticketing system
- Develop customer success metrics and measure our results
- Provide Clarra product demonstrations for prospects and clients
- Hire and manage a team of Customer Success Managers working remotely who are obsessed with keeping our clients happy
- Work closely with the Director of Marketing, VP of Sales, and Head of Product Management to manage and curate the customer journey to provide a seamless experience of customer acquisition and retention
Skills :
The Director of Customer Success should be very familiar with the operations of a plaintiffs' law firm and how to prepare attorneys for hearings, trials, and meetings. The person should also have experience providing and managing customer support within the legal sector.
