Client Retention Specialist

3 days ago

Sydney, New South Wales, Australia Reveal Full time

Company Overview

Reveal is a leading provider of software solutions for eDiscovery and data forensics, serving clients across various industries.

Job Summary

We are seeking an experienced Client Retention Specialist to join our Customer Success team. As a key member of this team, you will be responsible for building strong relationships with our clients, understanding their objectives and challenges, and identifying opportunities to drive additional product usage and upsell.

About the Role

The ideal candidate will have a strong background in account management or consulting within the eDiscovery or data forensics industries, with a proven track record of driving sales growth and customer retention.

Responsibilities

  • Work closely with clients to ensure successful onboarding onto our platform.
  • Ability to multi-task and proactively manage the needs of multiple accounts.
  • Communicate effectively with all levels of a client's management team.
  • Understand client health to identify and mitigate renewal risk.
  • Manage and drive client 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 clients to discuss the overall strategic relationship.
  • Collaborate with internal teams to address client challenges.
  • Establish and provide eDiscovery strategies and best practices using our platform.
  • Build and cultivate strong client relationships.
  • Advocate client needs internally to ensure our product meets client needs.
  • Provide feature walkthroughs for the latest product releases.

Requirements

  • 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

  • Bachelor's degree in technology (computer science, IT, or legal field).
  • 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.

Salary Estimate

$120,000 - $180,000 per year, depending on experience and location.

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