Customer Success Manager

📋 Description

• Actively oversee clients’ court notice processing queues to detect, evaluate, and rectify errors.

• Cultivate and sustain robust, long-term relationships with clients, acting as an extension of their team.

• Propel continuous improvement by pinpointing process gaps, standardizing best practices, and enhancing operational efficiency.

• Acquire in-depth knowledge of ECFX products to provide effective technical support and guidance.

• Assist in the onboarding and implementation of new clients, focusing on technical configuration and setup.

• Collaborate with internal teams to escalate and resolve product issues promptly.

• Organize and deliver training sessions for clients to promote adoption and self-sufficiency.

• Clearly communicate with clients regarding system performance, issues, and solutions.

• Foster ongoing client success by identifying opportunities to enhance usage and outcomes.

⛳️ Requirements

• Bachelor’s degree in Business, Information Technology, or a relevant field (advanced degree is a plus).

• Over 2 years of successful experience in docketing or legal software support is preferred.

• Familiarity with the legal technology landscape; experience with docketing and document management systems (DMS) is advantageous.

• Excellent client-facing communication skills with the capacity to build trust among technical and non-technical stakeholders.

• Proven ability to lead cross-functional teams and manage multiple simultaneous projects.

• Strong skills in requirements gathering and analysis—capable of translating complex needs into clear plans, milestones, and action items.

• Highly organized and detail-oriented, with a commitment to thorough documentation practices.

• Comfortable working in fast-paced, evolving environments; proactive problem-solver with sound judgment.

• Customer-first mentality and a history of delivering a high-quality client experience.

• Familiarity with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) is preferred.

🏝️ Benefits

• Remote Flexibility: A fully remote role accommodating every US time zone, including Hawaii.

• Work-Life Harmony: Embrace flexibility with our supportive approach to working hours.

• Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.

• Discretionary Time Off: We acknowledge the importance of maintaining a healthy work-life balance. Our innovative approach includes a discretionary time off (DTO) policy, allowing employees to take unplanned time off when necessary, in addition to scheduled vacations and holidays, subject to supervisor approval. We trust our team to manage their time effectively.

• Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan.

• Join the ECFX family to be at the forefront of legal industry innovation. Here, we're not just creating software but laying the tracks for a more streamlined, accessible legal framework.