Job Description

Position: Customer Success Manager

Reports To: VP Customer Success

Location: Sydney, Australia

Job Overview

The Customer Success Manager is responsible for helping customers obtain the most value from Reveal’s software platform. As a member of Reveal’s Customer Success team, you will build relationships, understand customer objectives and challenges, determine, and mitigate customer risk, and identify product adoption and upsell opportunities.

The ideal candidate has strong business acumen and empathy to place oneself in a “client’s shoes,” as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted client partner who can effectively identify and mitigate account risk and rally all levels of Reveal management to retain and ultimately increase our customers’ usage of all Reveal products.

Responsibilities & Duties

• Work closely with clients to ensure successful onboarding onto the Reveal platform.
• Ability to multi-task and proactively manage the needs of multiple accounts.
• Communicate effectively with all levels of a customer’s management team.
• Understand customer health to identify and mitigate renewal risk.
• Manage and drive customer escalations to completion.
• Employ strategies to drive additional product usage to identify upsell opportunities.
• Track and report usage metrics and KPIs to identify trends, risks, and opportunities.
• Run Executive Business Reviews with customers to discuss the overall strategic relationship.
• Collaborate with internal teams to address customer challenges.
• Establish and provide eDiscovery strategies and best practices using the Reveal platform.
• Build and cultivate strong customer relationships.
• Advocate customer needs internally ensure the product meets customer needs.
• Provide feature walkthroughs for the latest product releases.

Characteristics

• Driven, collaborative individual who is a team player.
• Excellent organization and time management skills to handle multiple, competing demands.
• Ability to quickly learn and understand technology.
• Problem solver with strong attention to detail.
• Excellent written and oral communication skills to manage expectations

Education & Experience 

• Bachelors in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
• 5+ years’ experience in account management or consulting within eDiscovery, data forensics, or legal industry.
• Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
• Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
• Prior experience in collaborating with and building strong relationships with clients.
• Project Management experience and/or PMP certification preferred.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment. 

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.