Experience: 2-3 years
Location: Chicago Loop
JuraLaw Associate Customer Success Manager - Legal Calendaring
JuraLaw is the most technologically advanced national web-based legal calendar management system. It protects law firms from missed court dates and deadlines, the single most common cause of legal malpractice claims.
The JuraLaw Associate Customer Success Manager role is well suited for someone with experience in the legal industry who has extremely high attention to detail, organizational ability, and passion for working with people. If you are hard-working, empathetic and solutions oriented, this job is for you.
Provide personalized customer support to JuraLaw customers
Assist JuraLaw clients with onboarding, new hire, and ongoing training.
Troubleshoot complex, non-routine technical issues with JuraLaw Subject Matter Experts (SME), IT and customers' IT resources when needed.
Review and confirm the success of daily court data loads.
Consult on how to establish successful docketing procedures in law firms.
Work with manager to provide training, coaching and support of Customer Service Representatives & Account Managers, including annual reviews.
Work with Account Executives and Account Managers create account retention plans.
Help resolve outstanding customer questions and requests as escalated from team members
Become a subject matter expert on JuraLaw products and applications as well as docketing, if not already.
As part of the SME team, participate in daily meetings where team assignments, product issues, customer feedback and new feature requirements are addressed.
Understand the roles of team members and work with manager to effectively delegate workload and provide email and phone coverage.
Maintain accuracy of team resources and training materials
Provide customer service representatives and account managers as well as account executives with new feature training.
Act as a backup for Operation Manager's billing responsibilities.
Review customer service processes, CRM notes and customer trends to drive best customer service possible.
Review and respond to customer reviews and feedback surveys.
Work with Quality Assurance team to test new features and reports prior to release.
Monitor outstanding work requests to insure they are resolved in a timely manner.
Prepare to step into the Customer Success Manager role.
Education & Experience:
At least 1-3 years' experience in the legal industry in a docketing or litigation paralegal position.
At least 1-3 years in an interactive customer facing service role, preferably for a web-based product
t least 2-3 years of proven supervisory/ management abilities
Highly effective communication, attention to detail and organizational skills
Familiar with using court data and court rules to determine court dates and deadlines.
Expert knowledge of Microsoft Office products, especially Excel; familiar with CRM such as Salesforce; experience using an online docketing system.
Advanced analytical skills in problem solving
Familiar with web-based technologies and able to troubleshoot basic technical issues
Ability to prioritize, handle multiple tasks and work under pressure in a team environment.
Perks & Benefits:
Career development opportunities
Competitive pay and benefits
Casual dress when not meeting with clients
You'll be joining a family-owned business that has been in existence since 1854, which treats its employees like extensions of that family
Apply here- https://www.linkedin.com/careersite/lawbulletinmedia