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Client Success Specialist

2 months ago


Milwaukee, Wisconsin, United States Expert Institute Full time
Job Overview

Company Overview:
At Expert Institute, we are pioneering the future of legal technology. Through our innovative cloud-based platform, Expert iQ, we equip legal professionals with essential resources, data, and insights necessary for effective case preparation and success.

Role Summary:
The Customer Success division is a vibrant and cohesive team dedicated to fostering client relationships and enhancing retention. As a vital member of this team, you will serve as both a representative of Expert Institute and a strategic ally to our clients. Our Customer Success professionals possess a deep understanding of the legal sector and are adept at conveying how our expert services can revolutionize a firm's case management.

Key Responsibilities:

  • Manage and cultivate a portfolio of high-value subscription accounts.
  • Establish and maintain strong relationships with our attorney clients through various communication channels, including calls, emails, and in-person meetings.
  • Oversee client interactions, monitor account health, and collaborate closely with the Sales team 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, high 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 required.

Qualifications:

  • 2-6+ years of relevant experience in sales, client relationship management, or client engagement.
  • Experience in a SaaS environment is preferred.
  • Familiarity with Salesforce is advantageous but not mandatory.
  • Excellent presentation and communication skills.
  • Knowledge of the legal industry is beneficial but not essential.
  • Able to work independently and collaboratively in a fast-paced startup atmosphere.
  • Exhibit a positive and professional demeanor.
  • Demonstrate a continuous desire for learning and personal growth.
  • Willingness to travel as needed.

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