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 Customer Success Manager (CSM) at Litera, you will be actively involved with customers to build relationships, drive adoption, address issues, identify new business opportunities, negotiate contract terms, and promote the value of our solutions. You will oversee the relationship with Litera's customers for the duration of their contract(s), as well as sell services and add-on licenses to grow existing customer relationships.

​You will act as the primary point-of-contact and trusted advisor for your clients to facilitate success with our software solutions and to positively impact the value we bring to their business. You act as the voice of the customer and will advocate their needs internally to all Litera's teams. As part of the Customer Success team, you are in a highly visible position which affords talented people many opportunities to grow and advance.

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
• 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:

• Build/expand relationships at all levels from CXO to users and IT
• Develop account plans and strategy in partnership with sales
• Leverage reporting and analytics to identify and manage at-risk customers
• Deliver strategic business review presentations and information
• Manage the contract renewal process
• Partner with our customer to define and achieve success
• Become a trusted advisor and advocate for our customers' voice
• Exercise judgment within defined procedures and policies to determine appropriate action
• Partners with external Executives as a trusted advisor to accomplish goals
• Sets and manages customer expectations
• Bachelor's Degree Preferred

Qualifications:

• Quick thinker and inquisitive
• Highly Adaptable
• Strong presentation, oral and written communication skills
• Ability to listen and empathize
• Ability to diligently problem solve and trouble-shoot problems independently
• Ability to negotiate contract terms
• Interest in technology and confidence to demonstrate products
• Experience with selling and/or account management
• Experience with SalesForce.com or other CRM desired

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.