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Customer Success Manager

1 month ago

Sydney, New South Wales, Australia Reveal Full time
Job Overview

The Customer Success Manager is a critical role at Reveal, responsible for ensuring our customers derive maximum value from our software platform. As a key member of our Customer Success team, you will build strong relationships with clients, understand their objectives and challenges, and develop strategies to mitigate risk and drive product adoption.

Key Responsibilities
  • Work closely with clients to ensure seamless onboarding onto the Reveal platform.
  • Proactively manage multiple accounts, prioritizing tasks and meeting deadlines.
  • Communicate effectively with all levels of a customer's management team, ensuring clear expectations and alignment.
  • Monitor customer health, identifying and mitigating renewal risk through data-driven insights.
  • Manage and resolve customer escalations, providing timely and effective solutions.
  • Develop and implement strategies to drive additional product usage, identifying upsell opportunities.
  • Track and report usage metrics and KPIs, providing actionable insights to inform business decisions.
  • Collaborate with internal teams to address customer challenges, ensuring a unified approach to customer success.
  • Establish and provide eDiscovery strategies and best practices, leveraging the Reveal platform.
  • Build and maintain strong customer relationships, advocating for their needs and ensuring the product meets their expectations.
Requirements
  • Driven, collaborative individual with excellent organization and time management skills.
  • Ability to quickly learn and understand technology, with a problem-solving mindset and strong attention to detail.
  • Excellent written and oral communication skills, with the ability to manage expectations and build trust with clients.
  • Bachelor's degree in a technology-related field (computer science, IT, or legal field) or equivalent experience.
  • 5+ years' experience in account management or consulting within eDiscovery, data forensics, or legal industry.
  • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s) a plus.