Customer Success Manager

Reveal•Chicago, IL

3d•$87,550 - $103,000•Hybrid

About The Position

The Customer Success Manager is responsible for helping customers obtain the most value from Reveal’s software platform. As a member of Reveal’s Customer Success team, you will build relationships, understand customer objectives and challenges, determine, and mitigate customer risk, and identify product adoption and upsell opportunities. The ideal candidate has strong business acumen and empathy to place oneself in a “client’s shoes,” as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted client partner who can effectively identify and mitigate account risk and rally all levels of Reveal management to retain and ultimately increase our customers’ usage of all Reveal products. In this role, you will work closely with a highly collaborative team and have access to many colleagues who can help ensure timely and effective responses to clients. We operate on a mostly in office schedule, with team members working onsite four days per week with work from home Fridays. This role requires a regular in-office presence to support collaboration, training, and client service. Our office is conveniently located in the heart of Chicago with easy access to major public transportation lines.

Requirements

Bachelors’ in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
3-5 years’ experience in account management or consulting within eDiscovery, data forensics, or legal industry.
Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
Prior experience in collaborating with and building strong relationships with clients.
Driven, collaborative individual who is a team player.
Excellent organization and time management skills to handle multiple, competing demands.
Ability to quickly learn and understand technology.
Problem solver with strong attention to detail.
Excellent written and oral communication skills to manage expectations

Nice To Haves

Project Management experience and/or PMP certification preferred.

Responsibilities

Work closely with clients to ensure successful onboarding onto the Reveal platform.
Ability to multi-task and proactively manage the needs of multiple accounts.
Communicate effectively with all levels of a customer’s management team, instilling a sense of confidence in Reveal’s ability to resolve application issues.
Understand customer health and proactively mitigate renewal risk.
Manage and drive customer escalations to completion.
Hold Quarterly Business Reviews with customers to discuss the relationship and gauge satisfaction.
Identify upsell opportunities to add revenue and employ strategies to drive additional product usage.
Track and report usage metrics and identify trends, risks, and opportunities.
Provide feature walkthroughs for the latest product releases.
Collaborate with internal teams to address customer challenges.
Establish and provide eDiscovery strategies and best practices using the Reveal platform.
Build and cultivate strong customer relationships.
Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.
Perform other duties as assigned to support team, department and organizational goals.

Benefits

401k match program
Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
Group Term Life Insurance and Voluntary Life Insurance option
Paid holidays
Paid vacation, sick, and personal days
FSA dependent care benefit
Childbirth recovery and bonding leave policies
Short and long-term disability benefits
Access to onsite gym and recreational area at our Chicago office
Friendly, collaborative, in-office work environment with ample opportunity for professional development.