Client Success and Technical Support Lead

2 weeks ago

Dallas, Texas, United States Litigiven LLC Full time

Job Posting: Client Success and Technical Support Lead

Location: Dallas, TX (Onsite)

About Litigiven: Established in 2022, Litigiven is an innovative technology firm based in Texas, transforming the legal sector with cutting-edge AI solutions. Our goal is to empower legal practitioners with accurate, data-driven insights that enhance their decision-making processes and operational efficiency. Utilizing an extensive database of legal cases and intelligently categorized legal information, our flagship offering, CaseBrainZ, provides powerful legal analysis tools. We are dedicated to delivering "AI-Driven Insights for Legal Excellence," consistently setting new standards in legal technology.

About The Role: As a Client Success and Technical Support Lead at Litigiven, you will play a crucial role in our organization, ensuring exceptional customer satisfaction and delivering effective technical assistance. Your position will be essential in fostering robust customer relationships and enhancing our internal knowledge repository.

Responsibilities:

  • Design and execute customer success strategies and management frameworks to ensure clients can fully utilize CaseBrainZ.
  • Engage closely with clients to comprehend their requirements and business objectives, facilitating their success with CaseBrainZ.
  • Provide comprehensive product training and conduct regular client check-ins to continually enhance the customer experience.
  • Analyze client usage metrics, offering tailored recommendations and optimization strategies to boost customer satisfaction and product engagement.
  • Respond swiftly to client technical support inquiries, delivering effective solutions.
  • Troubleshoot and resolve technical challenges and issues faced by clients.
  • Establish and uphold technical support protocols and documentation to ensure efficient problem resolution.
  • Collaborate with the development team to communicate product concerns and user requirements, driving enhancements.
  • Build and nurture strong client relationships to foster customer loyalty.
  • Proactively identify potential risks of customer churn and implement preventive measures.
  • Communicate product updates, new features, and company developments to clients, encouraging ongoing usage and purchases.
  • Create and maintain client training resources, technical support documentation, and FAQs.
  • Regularly report on the progress and outcomes of customer success and technical support initiatives to management.

Requirements:

  • Bachelor's degree or higher in Computer Science, Information Technology, Law, Business Administration, or a related field preferred.
  • A minimum of 3 years of experience in customer success management and technical support, with a solid background in SaaS product support.
  • Experience in developing and managing customer success and technical support systems.
  • Proficiency in utilizing Customer Relationship Management (CRM) systems and technical support tools.
  • Exceptional communication and coordination skills, capable of effectively engaging with clients and internal teams.
  • Strong problem-solving capabilities, able to quickly assess and resolve client issues.
  • Data analysis skills to provide optimization recommendations based on client usage metrics.
  • Basic understanding of AI technology and the legal sector is advantageous.
  • Strong customer service orientation, proactively addressing client needs and providing support.
  • Team player with excellent collaboration skills, able to work effectively with colleagues and other departments.
  • Self-motivated with effective time management skills, able to work efficiently under pressure.

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