POSITION OVERVIEW

The Customer Success Manager is responsible for building strong relationships and a communication outlet with George Jon customers, to drive retention, increase recurring revenue, and proactively deliver a superior customer experience. This role serves as the main point of contact of accountability, escalation support, and relationship for their set of customers. A successful individual will have a customer-first mindset, be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong strategic and critical thinking skills. This role acts as a leader with their customers and as the key point person to ensure an elevated experience is capitalized on throughout the customer lifecycle.

RESPONSIBILITIES

Customer Relationship Management

• Create and nurture strategic partnerships
• Develop growth and retention strategy that aligns with the customer business needs

Account Planning and Opportunity Management

• Proactively manage retention activities to mitigate churn across client base
• Bring customer and industry insights to the customer to provide partnership value
• Drive partnership with the internal cross functional teams to identify, create and support growth opportunities for the customer

CX Execution

• Anticipate, identify, and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction
• Track and manage client renewals to limit churn and identify upsell opportunities

QUALIFICATIONS

• 6+ years of customer-facing experience in the technology industry
• eDiscovery industry experience is a plus
• Must be able to communicate customer business requirements and act as the customer voice internally
• Demonstrate a high level of engagement with customers and internal co-workers, focusing on achieving mutually positive results
• Experience using CRM tools such as SalesForce
• Experience and comfort interacting with C-level executives
• Strong analytical and problem-solving skills, with the ability to work independently, multi-task and prioritize
• Excellent history of quarterly business review (QBR) and account planning/pulse experience

ABOUT THE COMPANY

GeorgeJon is a pioneering data infrastructure specialist delivering stable, scalable, fault tolerant environments for all eDiscovery applications. We work with top 200 law firms, government agencies, Fortune 500 companies and leading service providers worldwide to quickly and strategically implement large-scale eDiscovery eco-systems. We manage, monitor and perfect eDiscovery systems 24/7, offering turnkey solutions that ensure our environments are optimized, productive and profitable.

Some of the perks of working for GeorgeJon include a remote-first workplace policy, a full suite of health benefits, 401(k) with company match, ample time off including a full week in December, paid parental leave for primary and secondary caregivers, and much more.

GeorgeJon is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.

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