Customer Success Manager
1 month ago
Job description
Improve the customer journey and own all matters related to an account, including retention, driving adoption, and growing the customer account.
Deep understanding of the product, problem, and the customer.
Be an escalation point of contact for issues, concerns, or queries.
Be responsible for providing resources for user training and customer enablement and adoption.
Act as the main point of contact for the customer for any queries across billing, subscriptions, account usage, improving and driving adoption for users, exploring possible upgrades, and educating/advocating.
Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the concerned stakeholders internally.
Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
Manage incoming calls and emails and handle appropriate follow-up calls and emails.
Creating dashboards, and reports (daily, weekly, monthly)
Required Candidate profile
4+ years of B2B SaaS experience in a client-facing role.
Excellent soft skills.
Strong understanding of Product, Solutions, Users and Customers.
Great at Project Management.
Company
Provakil is a new-age legal operations management suite for enterprises. Provakil provides an integrated
SaaS platform for legal teams to manage all aspects of legal operations including litigation, contracts,
compliances, and intellectual property with customized workflows and analytics. We provide automatic
data updates from 8000+ courts, trademark and patent registries, and other sources of public legal data.
The platform is equipped with advanced ML/AI capabilities for intelligent document review, IP watch &
search, case law research, and other use cases. Provakil is trusted by over 100 companies and 50 law
firms to manage different aspects of their legal operations.
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