Are you self-motivated, detailed-oriented and results-driven? Do you work best in a fast paced, growing, and changing environment? Do you like nurturing versus hunting? We are looking for sharp, driven people who have a passion for technology and working with people to solve problems.

As a Tech Touch Customer Success Manager at Litera, you will be responsible for utilizing technology to proactively communicate with current customers, primarily focused on mid/small market. You will also build and maintain resources to complement CSM outreach across our entire customer base. You will determine how various forms of outreach (emails, webinars, videos, NPS surveys) should work together and align with Marketing and other areas based on the company's higher-level communication plan. 

As a member of the Customer Success Team at Litera, you'll partner with every other team in order to act as the voice of the customer and champion their needs. Our team believes in pushing the status quo, celebrating wins, working smart and creating a culture where people are encouraged to be themselves and love what they do. We also offer benefits that you don't find everywhere.

What You Need:

• Relentless pursuit of excellence
• Attention to detail
• Quick thinking
• Ability to influence, persuade and negotiate
• Strong initiative, drive and self-direction
• Proficiency at juggling multiple tasks
• Being comfortable in a fast-moving and quickly-changing environment
• Partnering with others to accomplish goals
• Willingness to carry a renewal and variable commission quota

Key Responsibilities:

• Craft effective email communication templates
• Track email performance metrics: open rate and click rate of email messages
• Develop cadence of tech touches aligned to the customer lifecycle including: new customer welcome=>onboarding=>adoption=>nurturing/growth=>renewal
• Monitor at-risk automation reporting and analytics and escalate as required
• Manage the contract renewal process for assigned customers
• Respond to customer inquiries
• Adapt approach and iterate on existing strategies
• Develop and refine written communication to help promote and enhance product adoption

Qualifications:

• Creative, articulate communicator both oral and written
• Proactive and results oriented
• Ability to multitask successfully
• Analytical thinker
• Highly personable and enjoys working with people
• Experience with Data analytics
• Ability to review data, identify trends, and influence positive results
• Experience with SalesForce.com or other CRM desired
• Bachelor's Degree Preferred

Who We Are:

Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving over 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recently selected for Crain's Best Places to Work in Chicago, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.