Customer Success Manager

1 week ago

Sydney, New South Wales, Australia Reveal Full time

Position:
Customer Success Manager

Reports To:
VP Customer Success***
Location:Sydney, Australia

Job Overview
The Customer Success Manager is responsible for helping customers obtain the most value from Reveal's software platform.

As a member of Reveal's Customer Success team, you will build relationships, understand customer objectives and challenges, determine, and mitigate customer risk, and identify product adoption and upsell opportunities.


Responsibilities & Duties

  • Work closely with clients to ensure successful onboarding onto the Reveal platform.
  • Ability to multitask and proactively manage the needs of multiple accounts.
  • Communicate effectively with all levels of a customer's management team.
  • Understand customer health to identify and mitigate renewal risk.
  • Manage and drive customer escalations to completion.
  • Employ strategies to drive additional product usage to identify upsell opportunities.
  • Track and report usage metrics and KPIs to identify trends, risks, and opportunities.
  • Run Executive Business Reviews with customers to discuss the overall strategic relationship.
  • Collaborate with internal teams to address customer challenges.
  • Establish and provide eDiscovery strategies and best practices using the Reveal platform.
  • Build and cultivate strong customer relationships.
  • Advocate customer needs internally ensure the product meets customer needs.
  • Provide feature walkthroughs for the latest product releases.

Characteristics

  • Driven, collaborative individual who is a team player.
  • Excellent organization and time management skills to handle multiple, competing demands.
  • Ability to quickly learn and understand technology.
  • Problem solver with strong attention to detail.
  • Excellent written and oral communication skills to manage expectations

Education & Experience

  • Bachelors in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
  • 5+ years' experience in account management or consulting within eDiscovery, data forensics, or legal industry.
  • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
  • Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
  • Prior experience in collaborating with and building strong relationships with clients.
  • Project Management experience and/or PMP certification preferred.**Hiring Policy

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