Job Openings >> Client Success Manager
Client Success Manager
Summary
Title:Client Success Manager
ID:1150
Department:Scheduling
Location :St. Louis
Description
Alaris, with their HQ located in downtown St. Louis and 7 locations throughout the Midwest, provides a one-stop shop for pre-trial and post-trial legal needs to clients around the country. Alaris is well-known as being the most technologically advanced single-source court reporting, video and trial support provider in the US. We are dedicated to the pursuit of professional excellence in the field of court reporting and trial services and are excited to explore candidates to fill our open position of Client Success Manager (legal client case manager) in our St.Louis, MO office. 

Job Summary

Responsible for developing client relationships that promote retention and loyalty. Duties will require that you work closely with clients to ensure that they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Must have an intimate understanding of the available services to the client and be able to demonstrate them.

Position Responsibilities and Functions

  • Serve as main point of contact for select clients & cases. Primarily, corporate account coordination.
  • Call clients pre-deposition to determine their specific needs.
  • Suggest and demonstrate services to the client.
  • Oversee and double-check Scheduling data entry of job information.
  • Call clients post-deposition and at regular intervals to gather feedback and address any issues.
  • Serve as liaison internally to resolve client issues regarding billing, production, etc.
  • Train clients on new and existing software.
  • Facilitate successful onboarding of new clients.
  • Analyze client data and provide feedback to the Account Manager.
  • Collaborate with the Account Manager to ensure growth within the account and increase our footprint within the client.
  • Perform quarterly meetings with the client to review their account
  • Perform other duties as required.
  • Plan and execute a schedule for visiting house accounts, prioritized by sales volume.  Deliver promotional material, cookies, pumpkin bread, etc., in an effort to nurture the relationships.
  • Educate house accounts on ALS services beyond court reporting, including CLE lunch-and-learns, animations, nationwide scheduling, hyperlinked exhibits, video editing and playback, trial services, mediations and eDiscovery services.
  • Attend local social and business functions, meetings and conferences to foster and build client relationships.
  • Provide weekly reports on sales efforts and results and future plans.
  • Address client concerns as they arise and report to sales management on a realtime or at least weekly basis, as appropriate.
  • Communicate best practices and lessons learned to project team members and others where appropriate.
  • Assist in the preparation of client proposals.
  • Serve as primary point of contact for specific large litigation cases and manage associated logistics, including scheduling, affiliate coverage, requested technology, locations and meals, audio codes, delivery inquiries, etc.
  • Demonstrate the added value that ALS brings to our clients through first-class customer service.
  • Maintain proficiency with Company calendar/scheduling/tracking and client database software.
  • Assist with research and correspondence for potential clients and lead generation through outbound calling and other means. 
  • Qualify potential clients’ needs for services, identifying areas of interest and concern.
  • Respond to requests for rates from prospective clients and inform STL Account Manager.

Job Requirements and Qualifications

  • High School Diploma. Associates degree in paralegal studies is preferred.
  • Two (2) years applicable experience or any equivalent combination of education, experience and training that provides the required skills and abilities
  • Ability to communicate clearly and concisely, verbally and in writing.
  • Strong organizational, planning and prioritization skills.
  • Ability to interact with clients with tact and courtesy.
  • Maintain a professional demeanor and an orientation toward excellent customer service principles and practices in all interactions.
  • Proficient in relevant computer applications.
  • Knowledge of administrative procedures.
  • Strong problem-solving skills; attention to detail and accuracy.

EEO/Minority/Female/Disabled/Vet

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