Customer Success Specialist

Perfectlaw Software/Executive Data Systems - Miami, FL

Full-time

Miami, FL

About the position

The Customer Success Specialist at PerfectLaw is a vital role focused on enhancing client satisfaction and loyalty within the legal industry. This position involves managing client relationships, developing retention strategies, resolving issues, and providing onboarding support to ensure clients derive maximum value from PerfectLaw's solutions.

Responsibilities

• Act as the primary contact for a designated portfolio of clients, fostering positive, long-lasting relationships and ensuring client satisfaction.
• Identify and implement strategies to enhance client engagement and minimize churn.
• Proactively reach out to clients to address any concerns and ensure they are maximizing the benefits of PerfectLaw products.
• Work closely with clients to resolve issues and concerns promptly, collaborating with internal teams to deliver optimal solutions.
• Conduct onboarding sessions for new clients and provide recommendations on features and best practices to ensure clients are equipped to use the software effectively.
• Gather and analyze client feedback to inform the development of customer retention programs and identify areas for improvement.
• Track key metrics related to customer retention, analyze trends, and provide insights to management for continuous improvement.

Requirements

• Bachelor's degree or equivalent work experience, preferably in business, law, or related fields.
• 2+ years of experience in customer service, account management, or customer retention, ideally within the legal industry.
• Previous experience working in or with law firms, with a solid understanding of legal processes and terminology.
• Exceptional communication and interpersonal skills with a focus on client satisfaction and relationship-building.
• Familiarity with legal technology platforms or case management software is a plus.
• Strong ability to analyze data and trends to identify client needs and implement targeted retention strategies.
• Ability to work collaboratively with cross-functional teams, including Sales, Product, and Support, to resolve client issues effectively.

Benefits

• Dental insurance
• Health insurance
• Life insurance
• On-site gym
• Vision insurance