Job Description

• Work closely with clients to ensure successful onboarding onto the firm’s 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 the firm’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 firm’s platform.
• Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.

• Proven track-record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology
• Driven, collaborative individual who is a team player
• Ability to build and cultivate strong customer relationships
• Problem solver with strong attention to detail
• Ability to quickly learn and understand technology
• Excellent written and oral communication skills to manage expectations

• Bachelors 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 
• Brainspace, ACEDS or other eDiscovery certification(s)
• Prior experience in collaborating with and building strong relationships with clients
• Excellent organization and time management skills to handle multiple, competing demands
• Project Management experience and/or PMP certification is a plus