About Proof
Launched in 2018, Proof is a tech company that provides innovative solutions for the service of process industry. Our industry-leading platform automates and streamlines the service of process workflow, delivering faster, more efficient, and more accurate results for our clients. Our mission is to transform the industry through technology, and we are looking for a highly skilled Client Success Manager to join our team.
About the Role
The Client Success Manager will be responsible for managing the needs analysis and customized solutions for our law firm clients, ensuring they receive the highest level of service and support.
Responsibilities:
- Conducting In-Depth Needs Analysis:
- Engage in thorough consultations with law firm clients to gain a comprehensive understanding of their organizational structure, objectives, and pain points.
- Employ active listening techniques to identify nuanced requirements, ensuring a detailed needs analysis that goes beyond surface-level challenges.
- Utilize industry and organizational knowledge to anticipate potential obstacles and proactively address client concerns.
- Developing Customized Solutions:
- Craft tailored solutions and workflows that not only meet immediate client needs but also align with their long-term strategic goals.
- Collaborate with the client to co-create innovative solutions, leveraging both the company's product offerings and potential customizations.
- Provide expert guidance on industry best practices, demonstrating a commitment to elevating the client's operational efficiency and success.
- Collaborating for Successful Implementation:
- Work closely with internal teams, including implementation specialists and product experts, to ensure seamless and efficient onboarding processes.
- Facilitate effective communication channels between the client and internal teams, ensuring a shared understanding of project timelines, milestones, and deliverables.
- Proactively identify and address potential implementation roadblocks, striving for a positive client experience from the outset.
- Serving as a Primary Point of Contact:
- Establish and maintain a strong, trusting relationship with assigned clients, acting as their go-to resource for any firm level queries or concerns.
- Provide ongoing support and guidance, acting as a client advocate within the organization to ensure their unique needs are met.
- Foster open lines of communication to encourage client feedback, addressing issues promptly and maintaining a high level of client satisfaction.
- Triage and Resolution of Account-Level Issues:
- Act as a point person for complex account-level issues, collaborating closely with the Account Manager and cross-functional teams to drive swift and effective resolutions.
- Employ a systematic approach to triaging issues, conducting root cause analyses, and implementing preventative measures to mitigate future challenges.
- Demonstrate a commitment to delivering exceptional client service by exceeding expectations in issue resolution and response times.
- Liaison Between Clients and Product/Engineering Teams:
- Proactively gather client feedback and relay it to the product and engineering teams, serving as a bridge for communication and understanding.
- Advocate for client needs during product development cycles, ensuring that enhancements and updates align with the evolving requirements of law firm clients.
- Cultivate a deep understanding of product roadmaps, translating technical details into accessible information for clients and stakeholders.
- Building and Maintaining Strong Client Relationships:
- Foster long-term relationships by consistently demonstrating value, responsiveness, and a proactive approach to client success.
- Act as a trusted advisor, regularly providing insights and recommendations to help clients maximize the benefits of the company's solutions.
- Organize periodic check-ins and reviews to assess client satisfaction, address any emerging needs, and identify opportunities for additional collaboration, in partnership with the Account Manager.
Requirements:
- 5+ years of experience in client success, preferably in the legal or tech industry
- Understanding of the service of process industry and the challenges faced by law firms
- Proven track record of developing customized solutions and workflows for enterprise clients
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
- Strong analytical and problem-solving skills, with the ability to quickly identify and resolve issues
- Ability to work independently and as part of a team, with a strong sense of ownership and accountability
- Experience with CRM and project management tools, such as Salesforce and Jira
Compensation:
$70,000 to $75,000 base with OTE $85,000 to $95,000 based on experience and location
Benefits:
- Full-time, salary position
- Medical, dental, vision, disability, and 401k available
- Fully remote
- Phone and Internet monthly stipend
- Flexible time off and paid holidays
- Equipment provided
E-Verify
This company participates in E-Verify, for more information view the Participation and Right to Work Posters.
