About Heretik:

Heretik is a machine learning solution that removes risks, meets obligations, and realizes opportunities within contracts. Built on top of Relativity, firms are able to extend their favorite e-Discovery tool to corporate transaction teams; 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 machine-learning 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 the Director of Client Success, you will plan, coordinate and control the activities of the customer success department to 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. 

• The Customer Success Team’s Department roles and responsibilities are effectively communicated and understood throughout all departments of Heretik.
• The Customer Success Team will be 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.
• Through close collaboration with the Executive Leadership, Marketing, & Product Management, product direction will be influenced on insights gained from “real-time” client interactions and insights.
• The Customer Success Department will be built to align with company culture and business needs.

What You Will Contribute:

• Develop and implement customer service policies and procedures, including service levels across categories of severity
• Define and communicate customer service standards and key KPIs
• Direct the daily operations of the customer service department
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• 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
• Monitor accuracy of reporting and usage data information
• Analyze relevant data to determine customer service outputs towards company objectives
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with Sales & Product Leadership to support and implement growth strategies
• Coordinate and manage customer service projects and initiatives which may be cross-department
• Evaluate current processes to support current and future Heretik needs
• Identify and address staff training and coaching needs based on client feedback, product updates, and competitive landscape

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).

Key Personal Attributes:

• Ambitious. You have a solid work ethic, excellent organizational skills, and always completes tasks – always. If you are easily overwhelmed with a hefty amount of multitasking, this is not the position for you.
• Team Player. Heretik is all about teamwork!  In this role, you must work closely with Client Operations, Product, Sales, Marketing, and Engineering.
• Problem Solver. You’re innovative, extremely resourceful, and relentlessly looking for a better, smarter way to produce results.
• Walk the Walk. Talk is cheap – unless you back it up – so we’re looking for dependable, reliable ‘doers’ that follow through with deliverables and proactively approach problem solving. 
• Ethical. This industry is about people so we’ve got a zero-tolerance policy regarding unethical, insensitive, or thoughtless behavior of any kind

You Have Never:

• Stared at the clock waiting for the day to end
• Felt speaking to a client is below your pay grade
• Blamed others for a mistake you or your team has made
• Said multiple times in a single day ‘that is not my job’