Client Success Manager

| Chicago
Send an email to [email protected] with the subject line of ‘Client Success Manager.‘ Include why you are interested in Heretik, attach your resume and/or LinkedIn profile, and your portfolio website (if available).
Apply now

About Heretik:

Heretik is a lightweight, deployable application that seamlessly integrates into your Relativity instance. Our contract review solution enables Relativity users to extend their favorite e-Discovery tool to corporate transaction and regulatory response use cases, enhancing best practices with minimal disruption.

From inception, we’ve prioritized cutting-edge machine learning technology along with workflow capabilities to allow users to take immediate action on their contract data. Whether managing massive M&A transactions, comparing messy employment agreements, or extracting critical data in bespoke contracts, our solution reduces days or weeks of work to minutes. The results? More accurate bids, better win rates, larger capacity to manage contracts, and expanded footprints within key accounts.

 

What You Will Contribute:

As a Client Success Manager, you will maintain and enhance customer relationships, end-user experience, and meet organizational and operational objectives. You will also communicate relevant information and metrics based on feedback from our clients and end-users to ensure alignment and shared accountability on our mission, vision, and values. 

  • Customer Success at Heretik is built on a “data-first” approach driven through client workflows, jobs to be done, and Voice of Customer to help drive product vision and roadmap.
  • Heretik will have a defined, thorough, and iterative monthly product launch and client feedback capture process driven by data decisions that ensure the continued success of Heretik’s user community.
  • Product features address the market and business needs based on market analysis, data analytics, benchmarks, customer feedback, and each has been defined with practicality, reusability, and scalability in mind.
  • Work closely with marketing, engineering, and product management departments on solving complex problems for your customers

 

Job Responsibilities:

  • Execute on customer service policies and procedures, including service levels across categories of severity
  • Plan, prioritize, and delegate work tasks to ensure you are able to achieve your objectives
  • Educate the team on new use cases and workflows from your clients
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review customer tickets and feedback
  • Track customer ticket resolution and prioritization
  • Handle complex and escalated customer service issues
  • Liaise with Sales & Product to support and implement growth strategies
  • Coordinate and manage customer service projects and initiatives which may be cross-department

 

Required Skills:

  • College degree preferred or 5+ years of experienced in a professional work environment and/or marketing promotional environment.
  • Experience and proficiency in Microsoft Office as well as the ability to master internal platform tools/software like Salesforce.com
  • Highly organized, with excellent time-management and multi-tasking skills.
  • Excellent oral and written communication skills.
  • Loves technology and are curious on how successful companies leverage technology to become the best in their industry.

 

Preferred Skills:

  • Experience with enterprise software tools like Survey Monkey, Mailchimp, and Intercom, familiarity with social media (Twitter, LinkedIn, Facebook, etc).
Read Full Job Description
Send an email to [email protected] with the subject line of ‘Client Success Manager.‘ Include why you are interested in Heretik, attach your resume and/or LinkedIn profile, and your portfolio website (if available).
Apply now
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • AngularticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • productboardManagement
    • Microsoft VSTSManagement
    • AirtableManagement
    • WordpressCMS
    • SalesforceCRM
    • AirtableCRM
    • MailChimpEmail
    • MicrosoftEmail

Location

205 W Wacker Dr, Chicago, IL 60605

An Insider's view of Heretik

What's something quirky about your company?

We are extremely proud of our one-of-a-kind Heretik on-boarding process. Every new hire or guest speaker we host is introduced to the team with a 'Walk Up Song' and a custom Mad Lib. It's a fun way to learn more about each other ... and usually leads to some hilarious inside jokes!

Sarah

Director of Marketing

What projects are you most excited about?

Heretik is solving interesting problems, finding some great success, and has a great learning culture. The next year’s challenges have me the most excited. I’m excited to be a part of the growth of the company, the challenges that will bring, and I believe in the vision of the company.

Sam

Software Engineer

How does the company support your career growth?

Working at Heretik gives me invaluable exposure to projects that have helped me grow tremendously as a sales professional.

Mitch

Business Development Manager

What is your vision for the company?

Heretik’s company vision is to empower professionals to thrive at their trade. Every day, we strive to build solutions that remove necessary, but extremely mundane, parts of their job and allow people to spend their time focused on what they are truly passionate about.

Charlie

Co-founder & CEO

What does your typical day look like?

My day typically segments into a few buckets: strategic research on the market, customer problems/workflows, & where our product should go; lockstep collaboration with UX, Engineering, & Data Science to make the right product decisions;
constant communication with Sales & Marketing to make sure we’re all telling the same great stories.

Rishi

Director of Product

What are Heretik Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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Send an email to [email protected] with the subject line of ‘Client Success Manager.‘ Include why you are interested in Heretik, attach your resume and/or LinkedIn profile, and your portfolio website (if available).
Apply now
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