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Customer Success Solutions Consultant

3 months ago

Boston, United States Elite Technology Full time
Job DescriptionJob Description

Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.

Job Description:

As a Customer Success Solution Consultant, you will report to the Director – Solution Consultant and join a global sales team working with legal professional services firms primarily based in US and Canada. Current clients may be transforming their business to cloud. Prospect clients may be moving from one platform to our current platform on prem or cloud. In this role you will be instrumental in demonstrating the unique value and advantage of our solutions to those customers. You will be responsible for actively driving and managing the customer success of each client when escalated to the sales team. This is a high-profile position that requires collaboration, research and deep knowledge of our products (3E Core, Repots/Metrics, Data Insights, Collections and other products). Understanding the inner workings of professional service and legal firms will help in evaluating urgency and providing applicable workarounds or solutions. Collaboration is an intricate part of this role to triage and find solutions by working with sales, service, support, and product.

What You'll Do:

  • Act as a key resource in customer success by working with post sales clients.
  • Facilitate the Client Readiness program to help the client be ready to start implementation. Creating new materials or collaborating with Services on materials to help clients be successful.
  • Provide solutions to clients after going live when they escalate an issue thru Sales.
  • Triage issues escalated to sales. Clients will have a list of issues that require subject matter expertise and collaboration with various team members in various departments.
  • Assist Strategic, Key and Growth clients when lists are escalated to help with customer success. This requires conference calls with clients and internal teams and follow ups. It requires managing lists of issues and updating status with teams. It also requires escalating to find resolutions.
  • Review/Analyze support cases to help determine future Power Hours so that we can create Super Heros at firms.
  • Respond to RFIs and RFPs in a timely fashion.
  • Manage the release of software into the demo environment from Product. Each product has a launch project that requires the organization including the sales team to participate. Each launch requires business owners to certify the release and determine the materials needed and complete tasks that include GTM requirements for the sales team. Educate the solution consultant team on new features so that changes to demo scripts or GTM strategy can be addressed.
  • Test all new software releases in the sales environment the first week it is released. Understanding the intricacies of how modules work together and independently is critical to successful testing. Report all issues to Product following the preview testing process so that bug fixes can be rolled out into the cloud production environment without disruption to cloud clients.
  • Document bugs found by Solution Consultants during preview testing. Share and collaborate with QA, Product and Development on findings.
  • Assist with updating demo data for Data Insights and new year updates.
  • Collaborate with the sales team to achieve revenue targets
  • Assist the team with core business and account strategies

What You'll Need:

  • Proven Elite software experience that demonstrates problem solving and creative solutioning of software.
  • Ability to multi-task and prioritize escalated issues.
  • Ability to stay calm and defuse customer stressors.
  • Effectively communicate solutions to end users of Elite Software.
  • Effectively collaborate with team members in other departments.
  • Accounting background and / or deep understanding of legal/professional billing practices, KPI's and the upstream and downstream impact of solutions offered.
  • Fearless and flexible mindset with the genuine ability to empathize with customers
  • Excellent oral, written, and presentation skills
  • Proven customer service orientation skills
  • Strong relationship building and influencing skills at all levels
  • Self-starter with a high level of self-direction, motivation, and energy
  • Advanced PC skills, including proficiency in MS Office (Word, Excel, and PowerPoint)
  • Ability to travel approximately 10-20%+ of the time

Benefits:

  • Competitive Compensation Package - $110,000 to $130,000 with commission
  • Comprehensive Healthcare Coverage (Health, Dental, Vision)
  • Retirement Savings Plan with an Employer Contribution
  • Professional Development Opportunities
  • Time Off
  • Wellness Initiatives

Please note that we do not offer sponsorship for this position.

Additional Information

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.