Apply on Employer Site

Array · 1 day ago

Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

$125K/yr - $145K/yr

3+ years exp

Array is a company focused on providing exceptional client experiences, and they are seeking a Client Success Manager to champion client needs throughout the lifecycle of their projects. This role involves managing client onboarding, ensuring satisfaction, and identifying opportunities for growth and upselling.

Law Practice

Responsibilities

Client Onboarding Excellence: Lead and manage the onboarding process for new clients, ensuring a smooth and positive initial experience. This includes understanding their goals, setting expectations, and facilitating seamless integration with our services and teams

Dedicated Client Sponsorship: Serve as the project sponsor and trusted advisor for assigned clients post-sale, building strong relationships and understanding their evolving needs and objectives

Proactive Project Success Management: Regularly monitor the progress and success of client projects, anticipating potential challenges and proactively implementing solutions to ensure positive outcomes and high satisfaction

Establish Client Communication Cadence: Develop and maintain a consistent communication schedule with clients through regular meetings, providing updates, soliciting feedback, and assessing overall satisfaction

Client Satisfaction Advocacy: Act as the voice of the client internally, ensuring their needs and perspectives are understood and addressed by relevant teams

Value Realization & ROI Focus: Work closely with clients to ensure they are realizing the full value and return on investment from our solutions and services

Upselling and Growth Identification: Proactively identify opportunities to expand our engagement with clients by understanding their future needs and presenting relevant additional solutions or services

Risk Management & Issue Resolution: Identify and mitigate potential risks to client success, and effectively manage and resolve any issues or escalations in a timely and satisfactory manner

Performance Tracking & Reporting: Track key client success metrics (e.g., satisfaction scores, retention rates, upsell revenue) and provide regular reports to internal stakeholders

Collaboration with Internal Teams: Work closely with Sales, Project Management, Support, and other internal teams to ensure a unified and seamless client experience

Client Advocacy & Testimonials: Cultivate strong client relationships that can lead to valuable testimonials, case studies, and referrals

Continuous Improvement: Identify areas for improvement in our client success processes and contribute to the development of best practices

Qualification

Client Relationship ManagementEDiscovery ExperienceRelativity KnowledgeCRM Software ProficiencyUpselling ExperienceCommunicationInterpersonal SkillsOrganizational SkillsTime ManagementTeam Collaboration

Required

Bachelor's degree in Business Administration, Marketing, Communications, or a related field

Proven experience (typically 3-5+ years) in a client-facing eDiscovery role such as Senior PM, Client Success Management, Account Management, or a similar customer-centric position

Expert knowledge of Relativity and working knowledge of various Relativity features

Strong understanding of client relationship management principles and best practices

Excellent communication, interpersonal, and presentation skills with the ability to build rapport and trust with clients at all levels

Demonstrated ability to proactively identify and solve client issues

Experience with upselling or identifying growth opportunities within existing client accounts

Strong organizational and time management skills with the ability to manage multiple client relationships simultaneously

Ability to work independently and as part of a collaborative team

Proficiency in CRM software and other client success tools

A passion for client success and a genuine desire to help clients achieve their goals