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Customer Success Manager (Remote) in Chicago at Elevate

Date Posted: 5/24/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chicago
  • Experience:
    Not Specified
  • Date Posted:
    5/24/2018

Job Description

Help us shape the future.  Elevate is changing the way legal support services are delivered and we are looking for creative, innovative people who can help.  If you are a client-focused professional who wants your creative and innovative ideas to make a difference, Elevate's team of legal service experts could be the right fit for you.

Role Description

Are you passionate about customer success in the Saas software market? Are you a hybrid professional with 5+ years of customer acumen and a proven technical foundation? Then join Elevate Services, aka The Law Company, a leader in global legal services, including process consulting, IT procurement, legal talent placement, and software. 

The Customer Success Manager (CSM) is the key partner helping our customers achieve their strategic objectives and maximum value from their investment in any number of Elevate's Cael Suite of Products. This is an individual contributor role with the possibility of management in the future. The CSM serves as the liaison between the customer and the Cael Product team, streamlining training and communication with Product Management, Engineering, and Professional Services.

You Might be the Right Person If you have...

  • A rich history of growing customer happiness, adoption, and retention. 
  • Confirmed ability to drive continuous product value. 
  • Experience developing product use-cases with customers. 

Specifically, You Will...

  • Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness. 
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives. 
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to the Cael Product team and externally to customer contacts. 
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review goals, and program status. 
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services. 
  • Work closely with the Elevate Sales and Cael Product Teams to find opportunities for new usage of Cael Products across customers organizations.
  • Work to identify and/or develop upsell opportunities. 
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns. 
  • Lead and/or assist in workshops to help customers demonstrate the full value of Cael Product solutions and lead periodic customer meetings. 
  • Provide insight with respect to the availability and applicability of new products and features. 
  • Maintain current functional and technical knowledge of the Cael Product Suite and future products. 

Skills for Success

  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical. 
  • Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems. 
  • Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value. 
  • You will be a strong teammate, but still a self-starter. 

Technical Skills

  • Basic knowledge of: 
  • MS Office
  • Common web-based development, cloud, and Saas 
  • Basic usability analysis

Experience

  • You have played in the Enterprise and/or cloud software space. 
  • 7 + years in a related function with direct customer advocacy and engagement experience in pre-sales and post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or Public Sector organizations.
  • Qualifications
  • BA, BS, MA or college level equivalent 
  • 7 + years in a related function with direct customer advocacy and engagement experience in pre and post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or Public Sector organizations.

Elevate is the law company. We provide consulting, technology and services to law departments and law firms. Our global team of lawyers, engineers, consultants and business experts improve efficiency, quality and outcomes for customers worldwide. Elevate’s achievements and distinctions include:

Ranked on the Inc. 5000 list of Fastest-Growing Private Companies two years in a row.
Ranked as a top Global Services Provider by Chambers & Partners three years in a row.
Lead Partner of the FT Innovative Lawyers Awards.

At Elevate we live our core values:

We Deliver. We are careful about the commitments we make to our customers and each other. We do what we say we will. 
We Innovate. We celebrate creativity. We challenge the status quo and continuously ask ourselves, and each other how can we improve. 
We Care. We listen to our customers’ needs and help them solve their business problems. Our work is a positive influence on our personal lives and the lives of our families.

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