Client Success Manager

Key Responsibilities

Duties and responsibilities include, but are not limited to:

1. Manage the health of each client - from implementation forward, watching for any issues, concerns, problems that may lead to a lost customer. Identify, define, and escalate risk client issues.

2. Focus on customer renewal and retention by providing exemplary customer service through communication, knowledge sharing, assistance and growth.

3. Manage the renewal process for a high volume of assigned clients.

4. Maintain relationship with Channel partners

5. Generate a strong reference network by product and focus.

6. Track upsells and help promote the sales process.

7. Manage internal resources on behalf of the customer keen understanding of roles, departments and resources throughout the company.

8. Participate in user forums and client events.

9. Keep internal CRM tools up to date.

10. Drive client attendance at webcasts and other marketing events.

11. Drive client product adoption through developing in-depth knowledge of the Exterro product suite.

Knowledge, Skills & Abilities

• Must have a high energy level, be self-motivated and have demonstrated creative problem-solving abilities,
• strong relationship skills and a flexible style.
• Knowledge of and understand the eDiscovery industry a plus.
• Familiar with Legal and IT functions around electronic data.
• Salesforce knowledge preferred.
• Ability to be client facing.
• Ability to adhere to KPIs.
• Superior relationship development and presentation skills.
• Excellent verbal, written and communication skills.
• Adaptive to new internal processes.

Education & Experience

• Minimum of a Bachelors Degree.
• Minimum of 1 years experience in a Client Success account management role.

Work Environment

• Office work environment in our Indian office