Customer Success Manager

4 days ago

Sydney, 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 multi-task 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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