Customer Success Manager

1 Month ago • 5 Years + • Customer Service • $93,500 PA - $110,000 PA

Job Summary

Job Description

The Customer Success Manager at Reveal helps customers maximize value from the software platform by building relationships, understanding objectives, mitigating risks, and identifying adoption/upsell opportunities. This role involves proactive management of multiple accounts, ensuring successful onboarding, communicating effectively with client management, and driving product adoption. The manager will conduct Quarterly Business Reviews, track usage metrics, provide feature walkthroughs, and collaborate internally to address challenges and influence the product roadmap, serving as the voice of the customer.
Must have:
  • Work closely with clients for successful onboarding.
  • Ability to multi-task and proactively manage multiple accounts.
  • Communicate effectively with all levels of customer management.
  • Understand customer health and mitigate renewal risk.
  • Manage and drive customer escalations to completion.
  • Hold Quarterly Business Reviews with customers.
  • Identify upsell opportunities and drive product usage.
  • Track and report usage metrics, identify trends, risks, opportunities.
  • Provide feature walkthroughs for latest product releases.
  • Collaborate with internal teams to address customer challenges.
  • Establish and provide eDiscovery strategies and best practices.
  • Build and cultivate strong customer relationships.
  • Serve as the voice of the customer to influence product roadmap.
  • Bachelor's in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
  • 5+ years’ experience in account management or consulting within eDiscovery, data forensics, or legal industry.
  • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
  • Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
  • Prior experience in collaborating with and building strong client relationships.
Good to have:
  • Project Management experience
  • PMP certification

Job Details

Description

Job Description

Position: Customer Success Manager

Reports To: VP Customer Success

Location: Chicago

Job Overview

The Customer Success Manager is responsible for helping customers obtain the most value from Reveal’s software platform. As a member of Reveal’s Customer Success team, you will build relationships, understand customer objectives and challenges, determine, and mitigate customer risk, and identify product adoption and upsell opportunities.

The ideal candidate has strong business acumen and empathy to place oneself in a “client’s shoes,” as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted client partner who can effectively identify and mitigate account risk and rally all levels of Reveal management to retain and ultimately increase our customers’ usage of all Reveal products.

From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to clients timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. Please be aware we are onsite with a traditional five-day work week schedule. This is a fully in-person role.

Responsibilities & Duties

  • Work closely with clients to ensure successful onboarding onto the Reveal platform.
  • Ability to multi-task and proactively manage the needs of multiple accounts.
  • Communicate effectively with all levels of a customer’s management team, instilling a sense of confidence in Reveal’s ability to resolve application issues.
  • Understand customer health and proactively mitigate renewal risk.
  • Manage and drive customer escalations to completion.
  • Hold Quarterly Business Reviews with customers to discuss the relationship and gauge satisfaction.
  • Identify upsell opportunities to add revenue and employ strategies to drive additional product usage.
  • Track and report usage metrics and identify trends, risks, and opportunities.
  • Provide feature walkthroughs for the latest product releases.
  • Collaborate with internal teams to address customer challenges.
  • Establish and provide eDiscovery strategies and best practices using the Reveal platform.
  • Build and cultivate strong customer relationships.
  • Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.

Characteristics

  • Driven, collaborative individual who is a team player.
  • Excellent organization and time management skills to handle multiple, competing demands.
  • Ability to quickly learn and understand technology.
  • Problem solver with strong attention to detail.
  • Excellent written and oral communication skills to manage expectations

Education & Experience

  • Bachelor's in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
  • 5+ years’ experience in account management or consulting within eDiscovery, data forensics, or legal industry.
  • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
  • Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
  • Prior experience in collaborating with and building strong relationships with clients.
  • Project Management experience and/or PMP certification preferred.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reveal considers candidates with existing visas but does not sponsor new visa applications.

For Illinois-based roles, the budgeted annual salary range is $93,500 to $110,000. Compensation for this role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience, and may fall outside of the range shown. Reveal offers a competitive total rewards package, which includes the Benefits and Perks set forth above.

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