Client Success Manager

SUMMARY:

The Client Success Manager (CSM) will be responsible for building and nurturing relationships with existing house accounts, as well as identifying and pursuing opportunities with potential copy side targets. The CSM’s primary objective will be to drive organic growth by maximizing revenue from our existing client base and expanding our customer portfolio with the company’s ongoing sales strategies and methods. CSM’s collaborate with local Inside Sales Representatives, Operations personnel, and Management. Our clients and influencers are litigation attorneys, paralegals, legal secretaries, corporate general counsel, and insurance companies.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• B2B sales and telephone-based sales activities including lead follow-up, client cross-selling and client maintenance.
• Building business opportunities to grow revenue and increase unique client utilization thru in-person: individual and group meetings, service/product demonstrations, association networking, channel partners, events, outbound calling activities, email communication and social media networking.
• Identify and qualify new prospects and business opportunities.
• Leverage client referrals, associations, and networking to build sales pipeline.
• Identify new lead sources both outbound and inbound.
• Update and Manage Commence CRM tool for all assigned accounts.
• Achievement of all planned sales objectives, metrics, and targets monthly and quarterly by proactively selling via telephone to prospective new customer base, leads and cross-selling targets.
• Plan and organize time effectively to allow an optimal frequency of daily sales activities to meet required metrics.
• Manage Individual Accounts with emphasis on maintenance, up-selling, cross-selling and referral generation.
• Compile weekly sales reports and performance metrics as needed.
• Manage and grow pipeline as well as forecast accurately to management, with an emphasis on overall territory revenue growth, client growth and successful cross-selling, all of which will be key to success in this role.
• Communicate and collaborate effectively with other members of the organization at all levels.
• Drive sales activity to achieve monthly and quarterly revenue and new client sales targets.
• Serve as the primary point of contact for assigned house accounts, building and maintaining strong relationships to ensure customer satisfaction and retention.
• Conduct regular check-ins with clients to assess their needs, address any issues or concerns, and provide solutions to enhance their experience with Lexitas.
• Collaborate with internal teams, including sales, operations, and marketing, to develop and execute strategic account plans aimed at driving revenue growth.
• Heavy sales activities and calling activity, targeting new clients and service cross-selling targets.
• Compliance with all company policies.
• Safeguards confidentiality of the medical records and complies with all local, state, and federal laws pertaining to medical records. Assures compliance with all HIPAA regulations concerning use, retrieval, storage and sharing of medical records.
• Research and identify potential copy side targets within target markets or industries and develop outreach strategies to engage and onboard new clients.
• Stay informed about industry trends, competitor activities, and market developments to identify opportunities for business expansion and differentiation.
• Other duties as assigned.

COMPETENCIES, SKILLS AND ABILITIES

• Specific experience selling court reporting, legal videography and legal records retrieval services is highly desirable.
• WebEx or virtual sales presentation skills preferred.
• Proven experience in client services, account management, or sales, with a track record of driving revenue growth and achieving sales targets
• Strong interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of an organization
• Excellent communication and negotiation skills, with the ability to articulate value propositions and influence decision-making
• Strategic thinker with a proactive mindset, able to identify opportunities and develop creative solutions to address client needs
• Familiarity with CRM and OS software (e.g., Salesforce, RB9) and proficiency in Microsoft Office Suite
• Ability to work effectively both independently and as part of a collaborative team
• Willingness to travel as needed to meet with clients or attend industry events
• Ability to provide extraordinary customer service to paralegals and attorneys
• In a leadership capacity, actively demonstrates company SPIRITED values
• Effective communication skills (oral and written)
• Strong work ethic
• Strong attention to details and organized
• Highly organized, efficient, and extremely resourceful
• Flexible schedule and availability to work extended hours as required
• Ability to work with deadlines and work well under pressure
• Excellent attendance and punctuality

EDUCATION / EXPERIENCE

• Bachelor’s degree in business, Marketing, or similar field preferred

• Six to seven or more years of advanced experience in at least a Senior/Experienced sales role preferred

• Experience working in a multi-function, multi-geography environment preferred

• Proven experience designing, building, and managing discrete and/or end-to-end processes