Aderant is seeking a Customer Success Specialist.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

Customer Success Specialists have a passion for ensuring the client is getting the maximum out of their investment of Aderant’s Cloud products and are self-driven, accountable individuals that proactively drive client relationships (post go live) by monitoring, identifying, and addressing account health risks early which ultimately leads to long-term client success and retention. Customer Success Specialists use their expertise of the products and our clients' businesses to identify additional upsell opportunities, drive increased adoption and address client questions and concerns.

• Bachelor's degree or equivalent practical experience.
• 2-4 years’ experience in a customer success, account management or existing client sales position.
• Ability to take initiative, adapt, and thrive in a fast-paced growing environment.
• Ability to problem solve, analyze data trends, and manage projects from creation to completion.
• Ability to influence and build relationships across all levels, externally and internally.
• Ability to get things done under tight deadlines, excellent communication and presentation skills, and meticulous attention to detail.
• Proficient computer skills including Microsoft Office products – Word, Excel, Outlook, and PowerPoint.
• Work independently, self-managed and accountable.
• Experience with Sales Force or comparable CRM.
• Must be willing to travel, as needed to client sites.

• Relationships – Work with Client Managers and Customer Success Managers to manage client relationships and ensure client satisfaction with a focus on early identification of risks and improvement of overall client health.  Excludes client support.
• Customer Expectations – Work directly with clients and other internal departments as necessary to meet or exceed customer expectations.
• Client Onboarding- Support the client’s journey with other internal stakeholders to ensure a positive product experience.
• Customer Retention – Drive customer retention through increased product acceptance and usage with regularly scheduled Client Health Checks and to identify risks to product adoption. 
• Product Specialist- Guide customers through product features to ensure adoption.
• Customer Advocacy- Promote the interests of the clients internally and advocating for enhancements requested by clients. Encourage testimonials and case studies.
• Liaison- Help client while navigating with other teams to resolve issues.
• Performance Monitoring- Track Customer usage data to help identify patterns of success or challenges.
• Renewals– Work with Client Managers and Customer Success Managers to meet or exceed renewal targets as assigned.  Manage a list of renewal opportunities leading to a rolling forecast as defined by your manager.
• Upsell Opportunities – Meet or exceed upsell opportunity referral targets as defined by your manager.  Design and execute upsell campaigns based on input from your manager.  Refer upsell opportunities to appropriate Regional Sales Manager.
• Escalations – After turnover, manage and lead customer escalations to provide responses and resolutions to issues in a timely manner.  Alert and involve all necessary departments.
• Documentation – Document plans, activities, communications, forecasts, escalations, and results in salesforce.