Client Success Advocate

2 weeks ago

Columbus, Ohio, United States NextChapter Full time

About NextChapter:
NextChapter is experiencing growth and is seeking a dedicated individual to join our Customer Success Team, ensuring our clients remain satisfied.

We firmly believe that customer satisfaction is essential for success in the SaaS industry.

Core Value: DELIGHT CUSTOMERS
Our philosophy is to prioritize customer needs, even in ways that may not scale. We set high standards for exceptional customer support.

Founded in 2016, NextChapter pioneered the first web-based application for attorneys to prepare, manage, and file bankruptcy cases online. Recently acquired by vLex, we offer opportunities for professional growth and collaboration with innovative minds in the legal technology sector.

As we expand our operations, we aim to elevate our workflow software and increase our market presence.

Key Responsibilities:
- Manage incoming inquiries via phone, chat, and email, striving to create a seamless customer experience.
- Utilize your expertise in the NextChapter product to provide accurate answers and anticipate additional customer needs.
- Deliver exceptional support through written communication and phone interactions.
- Engage with attorneys daily, guiding them through the NextChapter application with ease.
- Address and resolve complex customer concerns with a positive attitude.
- Conduct training sessions for law firms and maintain relationships with key accounts as an account manager.
- Act as an internal user of NextChapter, testing new features and providing feedback to the development team.

Qualifications:
- A passion for assisting others and problem-solving.
- A warm, approachable demeanor combined with professionalism and an entrepreneurial mindset.
- Excellent writing and grammar skills.
- Strong analytical abilities applied to both technical and non-technical challenges.
- Background in legal or startup environments is advantageous.
- Energetic, motivated, and cheerful disposition.
- Familiarity with CRM software, spreadsheets, live chat, and phone support.
- Exceptional time management skills with a quick response capability.
- Minimum of 2 years of experience in customer service.
- University degree or equivalent experience.

Diversity and Inclusion:
We are committed to fostering a diverse and inclusive workplace, believing it leads to a better work environment and product development. We encourage all qualified candidates to consider this opportunity.

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