Customer Success Specialist

  • Location: Chicago
  • Department: Customer Success
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The primary responsibility of the Customer Success Specialist (CSS) is to coordinate and support Success focused activities with our customers. They will serve as a primary point of contact for the customer when engaged on such activities, while coordinating internal resources and ensuring key milestones are met. The CSS will have a specific group of customer accounts assigned to them. The CSS is not limited to activities for these assigned accounts, activities for all accounts will be directed and coordinated by their assigned Customer Success Manager (CSM) Manager.

The Customer Success Specialist will facilitate cross-organizational readiness and collaboration within Relativity; they will work closely with Customer Success Managers and/or Account Managers when engaging with accounts to share knowledge and status of activities they are managing, with the Relativity Solutions Group to leverage Specialists to address client challenges and with Product Management to communicate product feature needs and recommendations, when applicable.

Role Responsibilities

  • Manage a set of upgrade and adoption activities with specific accounts as needs arise
  • Monitor product usage and adoption to maintain overall customer success and mitigate churn risk when engaged with specific accounts
  • Monitor product usage and adoption to maintain overall customer success and mitigate churn risk when engaged with assigned accounts
  • Build relationships and coordinate with other groups across Relativity to ensure customer needs are met; coordinate with Customer Success Management, Account Management, Support, Relativity Solutions Group and Product Management to proactively connect SMEs with clients
  • Analyze data and identify metrics to trigger proactive customer outreach, when applicable
  • Identify potential product and service upsell opportunities within current accounts and escalate to the Customer Success Manager and/or Account Manager
  • Monitor client-related activities (e.g. customer onboarding, upgrades) to ensure timely delivery
  • Maintain  understanding of Relativity product features, road maps and benefits and effectively communicate to the customer to ensure customer success
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Preferred Qualifications

  • RCA certification preferred
  • Gainsight experience is a plus

Minimum Qualifications

  • 1 year of client-facing support in the software industry
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
  • Ability to be flexible and agile in responding to evolving business priorities
  • Ability to multi-task
  • Strong organizational skills
  • Action oriented, take charge attitude and high accountability
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional written and oral communication skills
  • Strong analytical and problem solving skills
  • Experience in the software technology sector

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.