Oh Snap!
This job is no longer active - but you can still view the details below.

Customer Success Specialist

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
The primary responsibility of the Customer Success Specialist (CSS) is to coordinate and support Success focused activities with our customers. They will serve as a primary point of contact for the customer when engaged on such activities, while coordinating internal resources and ensuring key milestones are met. The CSS will have a specific group of customer accounts assigned to them. The CSS is not limited to activities for these assigned accounts, activities for all accounts will be directed and coordinated by their assigned Customer Success Manager (CSM) Manager.
The Customer Success Specialist will facilitate cross-organizational readiness and collaboration within Relativity; they will work closely with Customer Success Managers and/or Account Managers when engaging with accounts to share knowledge and status of activities they are managing, with the Relativity Solutions Group to leverage Specialists to address client challenges and with Product Management to communicate product feature needs and recommendations, when applicable.

Role Responsibilities

  • Manage a set of upgrade and adoption activities with specific accounts as needs arise
  • Monitor product usage and adoption to maintain overall customer success and mitigate churn risk when engaged with specific accounts
  • Monitor product usage and adoption to maintain overall customer success and mitigate churn risk when engaged with assigned accounts
  • Build relationships and coordinate with other groups across Relativity to ensure customer needs are met; coordinate with Customer Success Management, Account Management, Support, Relativity Solutions Group and Product Management to proactively connect SMEs with clients
  • Analyze data and identify metrics to trigger proactive customer outreach, when applicable
  • Identify potential product and service upsell opportunities within current accounts and escalate to the Customer Success Manager and/or Account Manager
  • Monitor client-related activities (e.g. customer onboarding, upgrades) to ensure timely delivery
  • Maintain understanding of Relativity product features, road maps and benefits and effectively communicate to the customer to ensure customer success
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Preferred Qualifications

  • RCA certification preferred
  • Gainsight experience is a plus

Minimum Qualifications

  • 1 year of client-facing support in the software industry
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
  • Ability to be flexible and agile in responding to evolving business priorities
  • Ability to multi-task
  • Strong organizational skills
  • Action oriented, take charge attitude and high accountability
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional written and oral communication skills
  • Strong analytical and problem solving skills
  • Experience in the software technology sector

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

How do you empower your team to be more creative?

We have a semi-annual Hackathon where our engineers get to work on their own feature ideas for 3 days. The ideas that emerge have blown our minds and eventually become part of the product. In addition to design sessions that each team has, we also regularly have Relativity talks. These talks are a great way for engineers to share their experience.

Cindy

Manager, Software Engineering

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

More Jobs at Relativity60 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Developer
new
Chicago
Product
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Internships
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
HR
new
Chicago
Sales
new
Chicago
Operations
new
Chicago
Sales
new
Chicago