Overview

The Customer Success Manager will be customer centric and focus on driving consistency in delivery for key accounts. This person will partner with various accounts to accelerate and drive success through the effective adoption of Consilio workflows and technology solutions.  This person will be actively listening to customers, understanding their pain points, and providing best practices to implementing complex solutions.  This person will support the customer success efforts of the Client Services team by working closely with the Project Management and Managed Review teams to streamline client communication on matters where shared services across the eDiscovery Data Solutions organization are leveraged to ensure there is a seamless client experience. In addition, this person will also streamline the delivery of tasks executed by Client Services Project Management project teams to ensure there are well defined handoffs to ensure consistent delivery of work product between teams and the end client. 

This is a fully remote position, based in Canada.

Responsibilities

• Responsible for fostering relationships, making sure key client services project accounts are successful using our Consilio products and services.
• Responsible for advocating for consistent delivery, being a central point of contact, being the voice of the customer and activate their feedback.
• Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams including Sales, Client Services and Operations.
• Provide a high-touch experience, understanding which product features are relevant for their use cases and proactively advise better ways of using the product to realize increased value and desired outcomes.
• Coordinate cross-departmental efforts of portfolios leveraging Client Services and Managed Review workflows simultaneously.
• Participate in and help prepare for Quarterly Business Reviews.
• Serve as the trusted advisor of the Client Services account(s), anticipating their needs, and being a champion for successful delivery.
• Engage with every aspect of the client services customer experience, putting the needs of clients first yet challenging processes at the right moment and as appropriate to make sure they are set up for success.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty, centricity, and building the Consilio Customer Success brand.
• Provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.
• Providing leadership in promoting, identifying, recommending, and implementing improvements to all operational processes.

Qualifications

Education

• Bachelor’s degree required
• Master’s degree or JD desired

Experience

• 5-10 years of experience in e-discovery or litigation support
• 3+ years of management experience

Technical Requirements

• 6+ experience as a power user of standard eDiscovery technologies such as Relativity, Venio, Brainspace, or other similar applications

Success Measures (Skills & Abilities)

• Relationship-focused: Ability to build relationships both virtually and globally, across cultures and locations. Focus on collaboration, versatility, and a willingness to offer support to others in order to achieve customer goals.
• Service-oriented: Caring, transparent, and authentic approach to customer service. Whether our customers are internal or external, our priority is building trust in our ability to handle sensitive legal data professionally and efficiently.
• Open-minded: Committed to diversity and inclusion: Maintains a kind, personable environment with colleagues. We celebrate difference and diversity by putting our diverse talent population at the forefront of development and achievement through encouragement.
• Creative: There’s no one right answer to the complex problems we solve every day, and our employees are a fountain of creative ideas. We experiment at work, enabling daily opportunities to learn, grow, and improve. A creative and qualified approach to problem solving which is essential to the process of coming up with creative, tested solutions to complex problems which is essential at Legility.
• Exceptional communication skills (written and verbal).

Consilio’s True North Values

Excellence  - We strive to make every client our advocate

Passion - We DO because we CARE

Collaboration - We win together through teamwork and communication

Agility - We flex, adapt and embrace change

People - We value, respect and invest in our teammates

Vision - We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.