Customer Success Specialist

Assembly Software

58d•Remote

About The Position

This role is for a Customer Success Specialist at Assembly, a fully remote company. The specialist will independently manage the health and engagement of a defined portfolio of Assembly's law firm customers. This involves analyzing data, understanding customer needs, and deciding on appropriate actions without direct supervision for each account. The approach to each firm will be customized based on its size, workflow, and adoption stage, as a one-size-fits-all approach is not effective. The specialist will be the primary contact for strategy and adoption questions, resolving issues independently or escalating to the Strategic Account Manager, commercial team, or Product when necessary. They will also be responsible for identifying and advocating for expansion opportunities or referrals within their accounts. This position offers a clear career path to Customer Success Manager for individuals who demonstrate drive and good judgment.

Requirements

Experience helping customers work through problems.
Experience making judgment calls.
Experience taking ownership of outcomes.
Ability to manage the health and engagement of a customer portfolio.
Ability to analyze data and understand customer needs.
Ability to make independent decisions regarding customer accounts.
Ability to identify and act on expansion or referral opportunities.
Drive and good judgment.

Responsibilities

Independently manage the health and engagement of a defined portfolio of Assembly's law firm customers.
Analyze data and customer information to determine appropriate actions for each account.
Serve as the first point of contact for customer strategy and adoption questions.
Determine when to escalate issues to the Strategic Account Manager, commercial team, or Product.
Identify and advocate for expansion opportunities or referrals within customer accounts.