1100 Epiq eDiscovery Solutions, Inc.
Customer Success Specialist (Legal)
It's fun to work at a company where people truly believe in what they are doing!
Job Description:
JOB SUMMARY: We are seeking a dedicated and proactive Customer Success Specialist to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using our flagship eDiscovery platform. This role involves building strong relationships, providing exceptional support, driving customer satisfaction and retention, and developing internal/external documentation to support users (internal/external).
Customer Responsibilities:
Customer Onboarding and Training: Guide new customers through the onboarding process, ensuring they understand and can effectively use the platform.
Relationship Building: Develop and maintain strong relationships with customers, acting as their primary point of contact.
Proactive Communication: Regularly check in with customers, provide updates on new features, and share best practices.
Risk Monitoring and Churn Prevention: Identify potential issues and take proactive measures to address them, reducing customer churn.
Feedback Collection and Analysis: Gather customer feedback and share insights with internal teams to improve the product and customer experience.
Performance Tracking and Reporting: Monitor customer success metrics and provide regular reports to stakeholders.
Fulfillment: Responsible for accurately and effectively completing customer's request to perform tasks and actions on their behalf
Knowledge Specialist Responsibilities:
Create, update, and maintain high-quality documentation, including user help guides, FAQs, and training materials.
Collaborate with subject matter experts to gather information and ensure accuracy.
Ensure all documentation is clear, concise, and user-friendly.
Develop and implement knowledge management strategies to capture and share organizational knowledge.
Maintain a centralized knowledge base and ensure it is easily accessible to all stakeholders.
Promote a culture of knowledge sharing and continuous improvement.
Certification Program Management Responsibilities:
Design and develop a comprehensive certification program for our flagship product
Coordinate the examination process, including question development, exam scheduling, and proctoring
Monitor and update certification content to ensure it remains relevant and up to date.
REQUIREMENTS:
Bachelor's degree
3+ years of experience in customer success, account management, or a related role in a SaaS environment
Strong communication and interpersonal skills
Ability to understand and articulate technical concepts to non-technical users
Proactive problem-solving skills and a customer-centric mindset
Experienced building relationships with customers and stakeholders
Experienced with MS Office and Salesforce
Experience with eDiscovery platforms or legal technology is a plus
Experience with Customer Success Platforms is a plus #LI-RC!
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.