Client Success Specialist

2 weeks ago

New York, New York, United States Reorg Full time
About Reorg

Reorg stands as a premier global provider of credit intelligence, data, and analytics. Since its inception in 2013, numerous professionals across hedge funds, investment banking, management consulting, and legal sectors have relied on Reorg to enhance their decision-making capabilities in the dynamic credit markets. For further details, please visit our website.

Our Culture

At Reorg, we seek innovative and growth-oriented individuals from around the world to propel our business and cultural values. Our core principles - Action Orientation, Customer-Centric Approach, Effective Team Collaboration, and a Drive for Excellence - shape an organizational culture that is both high-performing and human-centric. Employees at Reorg benefit from competitive health packages, matched retirement plans, generous paid time off, parental leave, gym subsidies, educational reimbursements for professional growth, recognition initiatives, pet-friendly workspaces, and much more.

Position Overview

The Customer Success Manager will oversee a portfolio of established AmLaw 100 firms, facilitating processes, enhancing retention rates, boosting product usage, and nurturing stakeholder relationships. The ideal candidate will exhibit exceptional communication, relationship-building, and problem-solving abilities.

Key Responsibilities
  • Develop expertise in Reorg's offerings, including a comprehensive understanding of the legal sector, our products, services, and the financial restructuring landscape, particularly within the sub-investment grade market.
  • Manage a portfolio of legal accounts to grasp their business objectives and ensure they remain engaged with the Reorg product suite.
  • Support fellow Customer Success team members by providing mentorship, constructive feedback, sharing insights, and proactively generating innovative ideas.
  • Establish and cultivate relationships with a diverse range of subscribers by understanding their workflows, educating them on best practices for utilizing their subscriptions, collecting feedback, and updating them on new features and databases.
  • Leverage existing client relationships to broaden the network of relevant contacts within each client organization, positioning Reorg as their preferred partner.
  • Track key performance indicators across accounts and strategize outreach efforts through various communication methods to maximize product usage and adoption.
  • Act as the client's advocate when collaborating with internal teams across sales, editorial, product, and technology to ensure client needs are addressed.
  • Collaborate closely with the sales team to formulate account strategies, monitor client platform usage, and relay insights from client interactions, including potential growth opportunities.
Qualifications
  • A minimum of 3 years of experience in a customer-facing role.
  • Outstanding written and verbal communication skills.
  • A self-motivated individual who is organized yet adaptable.
  • Experience in financial services or working with law firms is advantageous.
Compensation

At Reorg, we evaluate various factors in determining compensation, including experience, skills, location, and business needs. Consequently, compensation may vary across similar roles. The estimated salary range for this position is $60,000-$90,000, contingent upon experience demonstrated during the interview process. This role is also eligible for a performance-based bonus.

Equal Employment Opportunity

Reorg is dedicated to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to foster an inclusive and diverse workplace where all individuals are valued, respected, and treated equitably. We believe that diversity enriches our environment and enhances our capacity to innovate and succeed.

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