Epiq Systems, Inc.
Client Success Manager (CSM) (Legal)
It's fun to work at a company where people truly believe in what they are doing!
Job Description:
Division: Epiq Legal Solutions
Job Title: Client Success Manager (CSM)
About the job:
The Client Success team at Epiq ensures that our clients are successful using our products. Through expert-driven proactive work ranging from onboarding/implementation to ongoing success planning, our clients trust our Client Success team to make sure they are getting the best value of Epiq's products. The team works closely with the Sales, Client Services and Product teams to complement as part of the entire client journey.
The role of the Client Success Manager (CSM) is as the leading expert to guide and educate our clients on best and proper use of our products. You will focus on the proper setup for client success with a successful onboarding/implementation. You will also focus on a long-term success plan to utilize our products, and work with both the client and internal stakeholders to maintain an ongoing success plan driving towards meeting the value of our products. You will also focus on the expansion of the client through expanded product use, or by expanding the number of products the client utilizes.
The CSM will be an expert in both our products and also have domain expertise in Ediscovery. This provides the most optimal client experience for our external clients and internal stakeholders.
The CSM will be a guide to Epiq resources to help direct or facilitate the client need. Some clients will utilize the CSM as a main point of contact to help best know where to get help at Epiq.
The CSM will manage things at a project level such as onboarding/implementations. They will deploy strong tracking and communication skills, and be the project owner as it relates to those onboarding/implementation activities.
The CSM will also be a liaison to the larger account management that Sales or Client Services may be managing. The CSM will focus on the ongoing adoption of our solutions, and work closely with those liaisons to incorporate into the overall account management. The focus will be on the utilization, proper use, and confidence in our solutions. This will also include updates and rollouts of new or expanded solutions or onboarding new team members or clients as needed.
The CSM will work closely with the product management and software support teams to incorporate product feedback, provide clarity about the impact of product needs or opportunities, and address any ongoing challenges that are impacting utilization.
The CSM is an integral role in making our clients successful, and ensuring they are setup for success for the long-term.
Essential Job Responsibilities
Client
Internal to Epiq
Success Metrics
Preferred qualifications/ requirements
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.