Customer Success Specialist (LegalTech)

📋 Description

• • As a Customer Success Specialist at Codekeeper, you will be at the forefront of ensuring our clients achieve maximum value from our innovative LegalTech solutions. This multifaceted role is designed for an individual who thrives at the intersection of exceptional customer service, technical understanding, and legal acumen. You will serve as the primary advocate for our customers, building strong relationships and ensuring their journey with Codekeeper is seamless and successful, ultimately driving satisfaction and fostering long-term loyalty.
• • Your responsibilities will span a broad spectrum, beginning with expertly managing incoming requests from both existing users and prospective leads. You will address inquiries about our comprehensive service offerings and provide guidance on navigating and optimizing their Codekeeper accounts. Operating within a full-service model, your commitment to prompt and accurate resolution of all customer needs is paramount.
• • A significant part of your role will involve providing essential Tech Setup Support. Customers will need assistance in establishing secure connections between their source code management platforms and our system. You will guide them through this critical setup process, ensuring all configurations are correctly implemented on their end and accurately administered within our platform, laying the foundation for a robust and reliable integration.
• • In line with our philosophy that customer success begins with the initial interaction, you will also engage in Sales Support. This involves proactively assisting leads who have questions about our services, offering clear and informative guidance via email and website chat. Your ability to articulate the value proposition of Codekeeper and address potential client concerns will be key to nurturing these early-stage relationships.
• • You will be instrumental in Report Drafting for a segment of our clientele. Certain customers will require us to meticulously inspect and analyze information they provide. Your task will be to compile this information into comprehensive, well-structured reports, ensuring clarity and accuracy before delivering them back to the client, thereby providing them with actionable insights.
• • A unique and vital aspect of this role is Legal Drafting Review. As part of our bespoke service, customers often require tailored written agreements that precisely incorporate their specific requirements. You will take ownership of this process, drafting the initial legal language to align with client needs. You will prepare these essential documents, which will then undergo a thorough review by your manager before being presented to the client, ensuring both legal soundness and client satisfaction.
• • This position offers a unique opportunity to blend technical support, customer relationship management, and legal drafting skills within a cutting-edge LegalTech environment. You will gain exposure to diverse client needs and contribute directly to the company's mission of revolutionizing software escrow for the cloud era.
• • By championing customer success, you will directly impact client retention rates and contribute to Codekeeper's growth and reputation as a leader in the LegalTech space. Your proactive approach and dedication to understanding client objectives will be the driving force behind their continued engagement and success with our platform.
• • You will be expected to conduct preliminary legal research to support the drafting of agreements and other client-facing documents. This involves understanding client requirements and translating them into legally sound language, ensuring compliance and mitigating risks.
• • Collaborating closely with the sales and technical support teams, you will ensure a cohesive and positive customer experience from initial inquiry through to ongoing account management. Your insights from customer interactions will be invaluable in refining our product and service offerings.
• • This role demands a high degree of organization, meticulous attention to detail, and the ability to manage multiple priorities effectively in a dynamic, fast-paced remote work environment.
• • You will be a key player in ensuring that customers not only adopt our product but also deeply integrate it into their workflows, deriving continuous value and achieving their strategic objectives.
• • The ideal candidate will possess a curious mind, a willingness to learn, and a passion for delivering outstanding service, all while navigating the complexities of the LegalTech industry.