Legal Customer Success Consultant – JD Required

• Manage the overall success and client satisfaction for DMS and Drafting Solutions projects
• Manage a portfolio of law firm clients
• Serve as the main point of contact for clients of the assigned solution
• Ensure successful client onboarding and continued training
• Develop and execute comprehensive training plans to drive solution adoption
• Execute customer retention strategies
• Coordinate with technical support, product, and development teams to resolve technical or operational issues
• Advocate for clients by communicating feedback to internal teams for product improvements and feature enhancements
• Track and analyze client usage data, performance metrics, and customer satisfaction scores to identify areas for improvement
• Work cross-functionally across departments to drive customer satisfaction

• Experience in customer success, account management, client services, or a related role
• Familiarity with Generative AI
• Familiarity with Microsoft products
• Familiarity with document management systems such as iManage and Net Documents
• Strong interpersonal and relationship-building skills
• Strong time management skills to meet frequent and potentially conflicting deadlines and work schedules
• Strong verbal and written communication skills, including influencing and networking with internal colleagues and external clients
• A legal- or technology-related background is helpful

Demonstrates expertise in client management and customer success, with a focus on driving solution adoption and client satisfaction through effective training and communication. Proficient in analyzing client data and collaborating cross-functionally to enhance product offerings.

• Customer Success Management
• Client Relationship Management
• Generative AI Familiarity
• Document Management Systems
• Microsoft Products Familiarity

• Client Onboarding
• Training Plan Development
• Performance Metrics Analysis
• Customer Retention Strategies
• Technical Issue Resolution

• Interpersonal Skills
• Time Management
• Verbal Communication
• Written Communication
• Relationship Building

• Account Management
• Client Services
• Legal Background
• Technology Background

• IManage
• Net Documents