Customer Success Manager at Litera

| Chicago
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Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, 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.

The Opportunity: The Customer Success Manager is a position within the Foundation Firm Intelligence business unit. Customer Success Managers lead the effort to guide our customers through the implementation of our best of breed cloud solution for law firm experience management. They provide ongoing advice and support to ensure customers derive maximum value from our firm intelligence solution. This team of experts is essential to our customers' success and team members act as trusted advisors before, during and after software rollout. We want to add people to our team who are as passionate about taking care of customers as we are!

A Day in the Life:

  • Guide customers through implementations of Foundation's Firm Intelligence platform.
  • Provide configuration best practices based on the customers' requirements.
  • Lead customer status calls.
  • Act as a trusted advisor through all aspects of projects.
  • Validate deliverables for accuracy, readability, and usability.
  • Understand and use best practices for localization and translation.
  • Provide UI/UX feedback to product owners.
  • Act as a customer advocate by providing feedback to our internal teams related to product improvements.
  • Work with minimal supervision.

Role Progression:

Within 1 month, you will:

  • Complete our 2-day online training class on Foundation Firm Intelligence.
  • Engage with your team and learn the nuts and bolts of our business, and where we're heading.
  • Familiarize yourself with our technology by working with teammates, configuring software, and using the existing documentation to learn the products.
  • Gain an understanding of our procedures and tools.
  • Learn the implementation process used for implanting our software with our customers.

Within 3 months, you will:

  • Take ownership of specific customers and lead software implementations.
  • Follow the implementation process for bi-weekly status meetings with customers, conduct ad-hoc meetings based on customer needs and ask questions to ensure you have what you need to document the ongoing implementations.
  • Assist other customer success managers as a subject matter expert.

Within 6 months, you will:

  • Develop and provide customers with best practices for implementations.
  • Be responsible for customer deadlines and ensure projects are on track.
  • Work with other Customer Success Managers to assist with other projects as needed.
  • Provide input to processes and procedures for continual improvement.
  • Work with other departments to solicit feedback from your customers to ensure we are continually meeting the customer's needs.
  • Write help articles and documentation.

About you:

  • Possess excellent written and verbal communication, interviewing, organization, interpersonal, research, investigative, and problem-solving skills.
  • Ability to communicate complex ideas in a clear, concise manner, and willingness to pursue emerging technologies as needed for the organization.
  • Ability to learn new software applications quickly as they are being developed.
  • Capable of managing internal relationships effectively with the ability to have difficult conversations around software issues and status of projects in a clear and timely manner.
  • Successfully manage multiple assignments in a fast-moving environment.
  • Strong MS Office skills including advanced knowledge of Word, experience with Snagit or other graphics program, and some experience with xml or html authoring tools.
  • 4+ years' relevant experience, with solid knowledge of:
    • Experience deploying enterprise software, preferably in law firms
    • Experience working with customers in a support or consulting role
    • Research product issues quickly and effectively
    • Communicate issues and status in a clear and timely manner
    • Manage multiple assignments in a fast-moving environment
    • Work effectively with a team
    • Work independently, effectively and efficiently in a remote work environment
    • Experience with Microsoft Word styles and formats desired
    • HTML experience desired
  • A strong desire to keep learning new things!

What sets us apart?

  • Have direct contact and work directly with our upper management team.
  • Work with an experienced team that has a proven track record of customer experience excellence.
  • Have the opportunity to learn new tools and trends in technical communications as we build best-in-class offerings for our customers.
  • You'll be challenged and encouraged to broaden your skills.
  • Great health benefits, PTO, holiday policies, & more!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our Chicago Headquarters is walking distance to all major train & bus stops. We are also just a short walk to bars and restaurants in the West Loop!

An Insider's view of Litera

How does your team reward individual success?

Litera is very generous when it comes to rewards and recognition. Just one example of this is how we recognize top performers in the organization every quarter based on our Core Values. The individuals get to spin a virtual prize wheel where they can win anything from cash, surprise birthday parties, or a new pair of shoes picked out by our CEO!

Nicole

Manager, Recruiting

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Vice President, International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Product Manager

What is your vision for the company?

At Litera, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

Chief People Officer

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Perks + Benefits

Litera Benefits Overview

Litera proudly offers a comprehensive suite of benefits designed to serve the diverse needs of our unique workforce. While we are committed to enhancing and expanding our benefit offerings, the information in this document is meant to familiarize you with the benefits and programs currently in place.

Your medical, dental, vision, commuter benefit, and traditional 401k payroll deductions are through a pre-tax plan. The plan provides tax savings by reducing employee premiums from gross salary prior to calculation of federal income and Social Security taxes.

Culture
Volunteer in local community
We believe in giving back to our community. All full time employees are given one Volunteer Day Off per year that can be utilized at any point. Some employees even coordinate to participate in groups.
Partners with Nonprofits
Litera partners with Cardz for Kidz, Comic Relief, Genesys Works, & more!
Friends outside of work
Eat lunch together
Intracompany committees
There is always something going on at Litera thanks to our Employee Engagement Group. From baking contests, step challenges, desk decorating, and giving back to organizations in need.
Daily sync
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
All hiring managers will going through certifications before hiring at Litera. In order to be a certified hiring manager, you must go through unconscious bias training.
Diversity Employee Resource Groups
Litera's Diversity & Inclusion Champions Network has one major goal which is “to make Litera a safe space where every employee feels like they can bring their whole self to work".
Hiring Practices that Promote Diversity
Litera has completely revamped our hiring process. You can expect: inclusive job descriptions, certified pre-employment assessments, diverse interview panels, & a shift in assessing our culture fit.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Litera employees can contribute up to $3550 annually for individuals & $7,100 for families to their FSA.
Disability Insurance
Dental Benefits
Our dental plan covers 100% of preventative services, 80% of basic services, and 50% of major services.
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Our plan provides employees with free access confidential assistance to help you and your family meet the challenges that life, work and relationships can bring.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Litera provides employees with a 401(k) matching plan managed by Principal. We match 4% of contributions up to $11,400 maximum on each paycheck with immediate vesting .
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes working remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
During COVID, have provided extreme flexibility with working hours, provided all team members with a cash bonus to purchase items to enhance their “home office"
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

As a global company, Litera strives to put diversity & inclusion at the forefront and make it a constant topic of conversation. Our employees come from all walks of life and we find it essential to embrace all cultures and backgrounds.

Our core values are the key driving forces behind nearly everything we do! From collaborating with one another to assisting our customers, our values are always front and center of the way we work at Litera.
Our open work setting means each team is accessible and our executives are always approachable. This focus on open communication and transparent leadership contributes to a unique and cooperative work environment.

We are extremely focused on career growth and opportunities for professional development for our employees. Our outstanding recognition program shines a spotlight on employees that go above and beyond by celebrating their hard work and wins.

Our employees are driven, energetic, passionate, and have the ability to make a direct impact within the company. We may be biased, but we believe our people are the best and brightest in the industry, and we’re always looking to expand our team!

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