Account Manager

Smokeball - Legal Software•Chicago, IL

6d•$74,000 - $78,000•Hybrid

About The Position

We’re looking for an experienced Customer Success professional to join our Account Management team and become a trusted partner to our clients. You’ll build and nurture relationships, help firms get the most out of Smokeball, and play a key role in driving renewals, upsells, and account growth. We’re big believers that great customer experiences start with a customer-first mindset and great teams are built by people who bring energy, collaboration, and a little fun to the room. We’re looking for someone who will not only champion our clients but also be a supportive, positive force for their teammates. Our Account Management team is segmented by user size, allowing us to deliver legendary service tailored to the unique needs of each firm. This role will look after our 3–9 user client segment, helping smaller firms thrive and get even more value from Smokeball. This is a hybrid role based in our office in Chicago, IL. All Chicagoland employees are required to be in the office on Wednesdays and Thursdays.

Requirements

Up to 3 years of experience in Customer Success, Account Management, or Sales roles in a SaaS/LegalTech organization OR Business Development within in a law firm
Ability to create relationships with clients and gain trust
Strong negotiation skills and the ability to own challenging conversations
Genuine desire to interact and connect with clients
Excellent written and verbal communication skills, both internal and external
Knowledge of law firms and the legal world a huge plus
Experience using Salesforce and ChurnZero preferred
Strong business acumen
Time management, organization

Responsibilities

Monitor the health of your clients; look for ways to increase both their usage of Smokeball and the value of Smokeball to their firm
Put the client’s needs at the forefront of all you do
Identify opportunities to deliver even more value to clients through upsells and expansion efforts
Work to become a trusted advisor to clients and ensure that clients are achieving their desired outcomes from the product and service
Strategize with key users on how to best utilize Smokeball to accomplish specific goals
Work with your book of business to create advocates
Respond to client inquiries and direct them to the resources they need
Manage and mitigate risks in your book of business
Negotiate renewals with a focus on renewing long-term contract options
Possible travel to meet local clients in person and show them some TLC