Client Success Specialist

2 weeks ago

Hoboken, New Jersey, United States Expert Institute Full time
Job Overview

Company Overview:
Expert Institute stands as the premier expert consulting and insights platform in the nation, dedicated to empowering plaintiff firms to enhance their case outcomes and profitability. Since our inception in 2010, we have partnered with over 5,000 firms across diverse legal practices.

We facilitate connections between litigators and leading industry experts, offering innovative litigation research, physician consultations, and thorough due diligence through our SaaS platform, Expert iQ. By leveraging proprietary data and analytics, we equip plaintiff firms with a competitive advantage.

Position Summary:

The Customer Success division is a vibrant and cohesive team focused on cultivating client relationships and ensuring retention. As a key member of this team, you will represent Expert Institute and act as a strategic ally to our clients. Our Customer Success professionals possess a deep understanding of the legal sector and effectively communicate how our expert services can enhance a firm's caseload.

In this fast-paced environment, opportunities for advancement are abundant. Our leadership prioritizes professional development and training, providing every team member with a clear path to success. Additionally, top achievers are rewarded with an all-expense-paid annual trip to an attractive destination.

Key Responsibilities:
  • Manage and expand a portfolio of high-value subscription accounts.
  • Establish and nurture strong relationships with existing attorney clients through various communication channels, serving as their primary contact.
  • Oversee client interactions, monitor account health, and collaborate closely with Sales to prepare accounts for renewal.
  • Present proposals and negotiate pricing with renewing clients.
  • Strategically enhance the utilization of our services within each firm to maximize retention rates.
  • Collaborate with our Medical and Research teams to ensure an exceptional client experience.
  • Bring enthusiasm, energy, and a strategic approach to delivering superior service.
  • Stay informed on the latest developments and trends within the legal industry.
  • Assist other members of the Customer Success and Sales teams with various tasks and projects as needed.
Qualifications:

Your Profile:

  • 3-6+ years of relevant experience in sales, client relations, or client engagement.
  • Experience in a SaaS environment is preferred.
  • Familiarity with Salesforce is advantageous but not mandatory.
  • Exceptional presentation and communication skills.
  • Knowledge of the legal industry is beneficial but not essential.
  • Ability to work independently and collaboratively in a dynamic startup setting.
  • A positive and professional demeanor.
  • A commitment to continuous learning and personal growth.
  • Willingness to travel as required.

Additional Information:
Your information will be kept confidential in accordance with EEO guidelines.

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