Customer Success Manager

• Lead end-to-end onboarding for new clients, managing timelines, deliverables, and stakeholder communication from kickoff through go-live
• Serve as the primary point of contact during the onboarding phase, setting clear expectations and proactively surfacing risks or blockers
• Build and maintain organized onboarding materials, project trackers, and client-facing documentation
• Coordinate cross-functionally with Sales, Product, and Support to ensure a seamless handoff and consistent client experience
• Facilitate training sessions and walkthroughs tailored to each client's use case and technical comfort level
• Tactically take care of the technical onboarding steps when appropriate
• Contribute to the continuous improvement of onboarding processes, playbooks, and templates
• Maintain accurate records of client interactions, milestones, and follow-ups in internal systems

Customer Success Specialist

• Conduct routine check in calls with current clients
• Help manage and gatekeep attorney calendars by appropriately scheduling client appointments
• Return voicemail calls from current clients
• Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership
• Identify opportunities to reengage lapsed leads and help move them closer to resolution
• Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset
• Develop and maintain strong relationships with current and former clients
• Handle inbound calls from current clients and reroute calls belonging to other departments
• Support client retention and growth objectives through proactive communication
• Cultivate client relationships that can lead to referrals, repeat business, and positive word of mouth
• Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication
• Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints
• Maintain accurate records in CRM and Case Management systems
• Contact clients who send messages to determine whether they would like to schedule an appointment
• Contact law enforcement agencies regarding requested reports
• Make outbound calls to former clients, current clients, unretained leads, and referral sources
• Provide proactive updates following court appearances or scheduling changes
• Encourage online reviews, referrals, and newsletter opt ins
• Identify opportunities for additional services and referrals
• Provide appropriate referrals through the firm’s curated Team 100 list
• Follow up with District Attorney offices regarding discovery
• Contact District Attorney offices on Mondays regarding charges for current clients with precharging matters
• Schedule trial preparation calls
• Schedule strategy sessions

Client Happiness Coordinator, Client Success Specialist

• Build and maintain strategic relationships with top Tier 1 clients
• Serve as the main point of contact for client business and technical needs
• Coordinate internal teams to resolve requests and escalations
• Understand client structures and decision-making processes to support solution adoption
• Deliver quarterly KPIs focused on Gross Profit, Margin %, and cross-sell/up-sell growth
• Propose creative and profitable account strategies
• Collaborate on existing and future SaaS business opportunities
• Coordinate with CPaaS Registrations and Platform Operations on account setup and configuration
• Monitor client health and proactively manage risk with Revenue Assurance
• Analyze and forecast client traffic to protect and grow revenue
• Provide feedback to improve internal tools such as Qlik and SuperUser
• Maintain accurate client engagement and opportunity records in Salesforce
• Represent the client perspective internally to shape customer experience
• Mentor team members and newcomers
• Stay informed on industry trends, competition, and strategic implications

Senior Customer Success Executive

• Proporcionar servicios de consultoría SAP para apoyar la evolución y transformación tecnológica de otras empresas
• Trabajar como Consultor ABAP CRM
• Aplicar conocimientos de S/4HANA, créditos OA, middleware ERP y BRF (Business Rule Framework)
• Coordinar acciones y trabajar orientado al logro de objetivos conjuntos
• Brindar servicio a clientes de Perceptio

Consultor ABAP, CRM

• Track and update lead activity to support reporting and business development efforts
• Coordinate appointments and scheduling through Calendly
• Support client intake processes from initial contact through qualification
• Maintain accurate lead records and current data
• Manage and update client information within Lawmatics and Clio
• Handle initial client inquiries professionally and empathetically
• Qualify incoming leads based on established criteria
• Monitor and manage potential client leads received through call answering services
• Maintain professionalism and customer service in all interactions
• Assist with social media inquiries and incoming prospect communications
• Use Google Workspace for daily communications and documentation
• Monitor and respond to prospective-client communications
• Follow up with prospective clients to maintain engagement and improve conversion rates

Client Experience Specialist

• Acompañar a otras empresas en su evolución y transformación tecnológica
• Asesorar como Consultor CRM en proyectos SAP
• Trabajar con S/4 HANA
• Aplicar conocimiento en créditos OA
• Coordinar acciones y lograr objetivos conjuntos
• Brindar un servicio extraordinario a los clientes