Job details

Location
Sydney CBD, Sydney, New South Wales
Salary
AU$120000 - AU$145000 per annum
Job Type
Permanent
Ref
35398_1630039870
Contact
Daniel Cobelli
Contact email
Email Daniel
Contact phone
(02) 8248 8096
Posted
25 days ago

Job details

Location
Sydney CBD, Sydney, New South Wales
Salary
AU$120000 - AU$145000 per annum
Job Type
Permanent
Ref
35398_1630039870
Contact
Daniel Cobelli
Contact email
Email Daniel
Contact phone
(02) 8248 8096
Posted
25 days ago

eDiscovery - Customer Success Manager (no CSM experience needed!)
Salary: $125k - $145k + Super + bonus
Location: Sydney / WFH Remote


Our client, a leading global software company is currently seeking an eDiscovery professional to join it's team as a Customer Success Manager. You will get to support a software product that actually makes a meaningful difference to peoples lives! You don't need prior customer success experience, just a background working in eDiscovery so you can bring forward your knowledge of the field to help improve the customer experience for our clients customer base.

You will be responsible for having a thorough understanding of the company's software portfolio to position solutions in the best interests of the customer. You will foster long term relationships and work as a trusted advisor in a proactive manner.

Key Responsibilities include but not limited to

  • Lead onboarding and first use assistance for incoming customers.
  • Advise customers on adapting and templatizing their workflows for our clients software solutions.
  • Provide visibility to leadership on customer initiatives.
  • Introduce customers to new features as they are continuously released.
  • Provide ongoing product expertise as customer use evolves over time.
  • Review and escalate customer support tickets and enhancement requests.
  • Offer as needed non-conflictive services for customer tasks such as loading data.
  • Partner with the Sales team by leading Proof of Concept and Pilot projects with prospects.
  • Collaborate with the Site Reliability Engineering (SRE), TechOps, and Support teams.
  • Liaise with the Product Owner team regarding customer feedback.
  • Coordinate customer training and certification with the training team.

Qualifications & Experience

  • Must have experience working in eDiscovery e.g. litigation support manager, a legal technology consultant, etc

Skills and characteristics

  • Capable of working independently and developing relationships with customers, partners, internal team members and other related stakeholders.
  • Ability to build strong relationships with internal and external business owners and stakeholders across all organisational levels.
  • Strong analytical skills, problem solving skills, and resourcefulness.
  • Excellent written and verbal communication skills.
  • Proficient in multi-tasking across customers, while maintaining attention to details.