Customer Success Manager
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We are seeking a Customer Success Manager.
This role is an in-house position with standard hours Monday-Friday. Over the course of a week your responsibilities could include, but are not limited to:
- The health and success of 100+ Smokeball Clients
- Developing an in-depth understanding of the needs and objectives of each client within your client base
- Custom tailor and execute an onboarding plan to fit each client
- Ability to demonstrate and deliver consistent follow-up with your client base
- Learn the ins and outs of Smokeball, and its new features as they are released
- Facilitate online technical training sessions
- Establish and build a positive relationship with clients
- Work closely and collaboratively with other client success and helpdesk team members
- Assist in general support calls from our clients when needed
- Create knowledgeable articles, guides when needed
- Laugh and learn every day with your Smokeball teammates
Your impact will include, but is not limited to:
- Leading initiatives where the impact is significant in supporting the client's needs. Initiatives may include increasing client usage of Smokeball and client retention.
- Demonstrating subject matter expertise in two or more areas of Smokeball software that can be utilized by clients and team members as needed.
- Driving client retention which has a direct impact with the overall success of Smokeball.
If you are ready to take on this exciting new role, are passionately tech savvy and love helping people - we can't wait to hear from you.
Please respond with your answers to the following questions:
- Why are you a good fit for this position?
- Why are you interested in helping law firms adopt technology?
- How do you feel your experience can help our online law firm clients?
- What is your favorite training tool and why?
- J.D./Paralegal experience or 5 years of account management experience
- Relevant client engagement experience in post-sales support, professional services, project management or account management functions in an online setting
- Familiarity with distance-learning tools, such as: GotoTraining, Camtasia and LMS software
- Experience in training and/or teaching in an online setting
- Excellent written and verbal communication skills, especially as it relates to technology
- Patience, empathy and integrity approaching each situation with a fresh outlook and the client's success in mind
- Strong technical skills that allow you to easily guide clients through technical processes online
- Ability to identify client needs and challenges that must be tackled in order for them to grow into the product
- A team player
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