Company Description
At Expert Institute, we’re building the smarter future of legal technology. Through our cloud-based expert service platform, Expert iQ, we empower attorneys with the expertise they need to win.
We’re proud to call some of the nation’s most prominent law firms as clients. Together with our network of over 3 million subject-matter experts, we’ve had a hand in securing over $20 billion in recovered value while working across recent civil rights, Big Tech, and major league sports-related litigation.
We’re making this all happen through a SaaS-enabled model: our team is the fuel helping the expert engine run. We’re a team of researchers, medical doctors, client advocates, business development leaders, and technologists. As we roll out new Expert iQ features, expand our client base, and onboard new experts, we’re always looking for growth-minded individuals to join the team.
Our Customer Success organization is a dynamic, tight-knit team building client relationships and leading retention. As a member of the Customer Success team, you’re both a face of Expert Institute and a strategic partner to our clients. Our Customer Success team members understand the pulse of the legal industry and can communicate how our expert services will transform a firm’s caseload.
Job Description
Provide coaching to the Customer Success Trials team and manage and grow your own book of high value subscription accounts; act as a player/coach
Help drive and implement team KPIs and performance
Provide guidance to team members on various client activities such as renewal plans and client meetings
Conduct weekly team meetings and 1-1 account reviews
Build strong relationships and rapport with our existing attorney clients through phone calls, emails and onsite visits, serving as their primary point of contact
Oversee client communications, track account health and work closely with Sales to prepare accounts for renewal
Present proposals and discuss pricing with renewing accounts
Strategically increase usage of our service within each firm and maximize retention rates
Work closely with our Medical and Research teams to deliver exceptional client experience
Bring passion, high energy, and a strategic mindset to help us provide superior service
Stay up to date on the latest and most relevant legal industry news and updates
Support other members of the CS and Sales team with tasks and projects as needed
Qualifications
3-7+ years of relevant sales, client relationship, or client engagement experience
Experience managing or being a team lead for a Customer Success team
Experience at a SaaS company preferred
Salesforce experience preferred but not required
Strong presentation and communication skills
Knowledge of legal industry is a plus but not required
Ability to work autonomously and in a team setting in a fast paced startup environment
A positive and professional disposition
Continuous interest in learning and growth
Some travel required
Additional Information
All your information will be kept confidential according to EEO guidelines.