Customer Success Specialist

Customer Success is at the heart of MyCase. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed as you will play a major part in supporting our rapidly growing customer base. You will engage with attorneys and legal staff via inbound and outbound customer interactions to resolve issues, identify solutions to unique business challenges, provide product training and brand representation. You will be able to increase customer product knowledge and loyalty while working collaboratively with our Onboarding, Sales, Product and Marketing teams.

What You’ll Do

• Maintain and enhance customer satisfaction by providing ongoing proactive support throughout the customer life cycle

• Proactively identify opportunities to improve customer engagement

• Work with the product and engineering teams to gather customer feedback and identify areas for product functionality

• Provide timely resolution of product related customer support issues. Exercise independent judgment in determining the best method(s) to resolve issues and delight the customer

• Manage daily account communication regarding status of open support requests

• Works within the Customer Success team to enhance and augment existing and future customer support resources

• Serves as a brand ambassador in all customer interactions

What We’re Looking For

• Interpersonal Savvy: relates well to all kinds of people - up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably

• Attention to Detail: thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

• Customer Focus: is dedicated to meeting the expectations and requirements of customers; gets first-hand customer information and uses it to drive improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect

• Influence: demonstrates ability to influence others when appropriate; maintains awareness of goals & objectives and navigates solutions toward desired ends while maintaining relationships and supporting consensus; uses all available information appropriately to guide decisions while acting with integrity 

• Time Management: uses time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time that others; can attend to a broader range of activities

• Technical Learning: picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product or technical knowledge

Must-Haves

• 1+ years in a customer-facing role (Support, Customer Success or Business Development)

• Ability to develop strong client relationships, manage expectations, and critically problem-solve

• Ability to present, communicate, and work effectively with other internal teams

• Outstanding probing and listening skills

• Ability to adapt and work efficiently in a rapidly changing dynamic team environment

• SaaS support experience and/or legal experience desired