Associate Client Success Manager

📋 Description

• • As an Associate Client Success Manager at Aderant, you will be instrumental in ensuring our clients achieve tangible business outcomes by fostering successful adoption, driving value realization, and proactively managing potential risks associated with our comprehensive business management solutions.
• • You will act as a trusted partner, guiding clients through their entire journey with Aderant, ensuring clarity, alignment, and accountability across all touchpoints to support client retention, renewals, and long-term growth.
• • Your role will involve operating across various engagement models, adapting your approach based on customer tier, product complexity, and individual risk profiles, while consistently maintaining ownership of client outcomes and overall client health.
• • A core aspect of your responsibility will be translating client goals and challenges into clearly defined, measurable success outcomes, developing structured plans that meticulously align these outcomes with specific actions, assigned owners, and realistic timelines.
• • You will diligently track progress against these plans, ensuring the timely and effective closure of any root causes that may be impacting client success and their ability to achieve their desired results.
• • A significant part of your role will be to drive the adoption and effective utilization of assigned Aderant solutions, guiding customers on best practices, optimal workflows, and strategies for operationalizing our software within their firms.
• • You will be pivotal in supporting the client's time-to-value, employing structured planning and consistent, proactive engagement to accelerate their journey towards realizing the full benefits of our solutions.
• • Proactive risk management is a critical component of this position; you will continuously monitor key client health indicators, including usage patterns, adoption progress, customer satisfaction (CSAT) scores, and other engagement signals.
• • You will be responsible for identifying potential risks early and collaborating closely with our Support, Product, Professional Services, and Sales teams to address them swiftly and effectively.
• • In situations where outcomes or client relationships are at risk, you will initiate and lead structured recovery plans to bring the client back on track.
• • You will serve as the central point of coordination for all internal teams involved with a client, ensuring seamless collaboration and a unified approach to client success.
• • Setting and managing expectations with both customers and internal stakeholders will be crucial, ensuring transparency and alignment throughout the client lifecycle.
• • You will be expected to escalate issues appropriately and participate in executive-level discussions when necessary to resolve complex client challenges.
• • Maintaining clear, consistent, and transparent communication with customers regarding progress, identified risks, and upcoming next steps is paramount.
• • You will act as the voice of the customer internally, advocating for their needs and providing valuable feedback to Product, Engineering, and other relevant teams.
• • Documenting key insights, lessons learned from client interactions, and identifying systemic issues will contribute to continuous improvement across the organization.
• • You will actively support renewal readiness by consistently demonstrating the value and outcome achievement our clients experience with Aderant solutions.
• • In partnership with Sales and Services, you will identify opportunities for client expansion or optimization, helping them leverage Aderant solutions more effectively to meet evolving business needs.
• • Contributing to customer advocacy efforts, such as case studies or testimonials, where appropriate, will further solidify client relationships and showcase Aderant's success.
• • This role offers a unique opportunity to make a significant impact on the success of law firms and professional services organizations, helping them navigate the complexities of the legal industry through innovative technology solutions.
• • You will be part of a dynamic and collaborative team that is passionate about driving the legal industry forward and embracing new ideas and technology.
• • Your contributions will directly influence client retention, satisfaction, and the overall growth of Aderant's client base, reinforcing our mission to help clients run a better business.