Customer Success Manager, CoCounsel (Courts)
10 locations See all
Category Sales & Professional Services Job Id JREQ184890Job Type Full time Remote
About the Role
Thomson Reuters is looking for a Customer Success Manager to join our Customer Success team, focused on our CoCounsel Core & Drafting products. This role is specifically aimed at supporting state and federal US courts in their adoption and use of CoCounsel. In this role you will be working directly with the courts that choose to evaluate CoCounsel to ensure that they are able to successfully use this software in judicial workflows. It's critical for our CSMs to understand Customer Success best practices for driving SaaS software adoption. For this role specifically, it is also critical to understand the type of work performed by state and federal courts to help these clients identify the right use cases for CoCounsel. You will establish and maintain longterm relationships with these clients and ensure there is consistent contact and maximum product usage.
As the Customer Success Manager, you will:
Onboard and train court personnel on our software, including developing customized training programs to serve specific client needs
Regularly meet and communicate with court personnel to ensure that their needs are being met and that each client is realizing the full value of our software
Manage CoCounsel accounts for the judiciary to ensure that the court's needs are being met at all times, including offering tailored software solutions to address specific needs and pain points and working with Engineering & Product teams to achieve their objectives
Support the courts in their use of CoCounsel by answering questions about product usage and troubleshooting technical issues
Work with our product and engineering teams to ensure that the courts' needs are being met by new product features
Communicate with internal departments, including sales, customer supporting, and marketing, to ensure that the company is meeting the needs of the judiciary
Develop longterm strategies to ensure that the courts are satisfied with our software
Clearly understand the use cases of each court in our program and make the appropriate software recommendations
About You
You have a law degree or formal legal education and/or substantial experience working with law firms and attorneys
Experience working as a litigator and clerking or interning for a court is strongly preferred
Ideally, you have worked in legal technology and/or with AIbased software platforms
You have strong presenting and communication skills with experience training and interacting with customers regularly
You are interested in learning about new technology and software - we offer a suite of cuttingedge A.I.based software products
You are personable, have a positive attitude, enjoy problemsolving, and helping customers
You enjoy working on crossfunctional teams and contributing to broader outcomes - particularly ones focused on positive customer experiences