Customer Success Manager (US)

Los Angeles, CA, United States

For The Record is the global leader in digital audio, visual, and record-keeping technology for legal justice. Over three decades, we’ve modernized more than 30,000 courtrooms across 70+ countries. Our innovations include FTR RealTime, an AI-based instant speech-to-text platform; the world’s first cloud-based recording management system; and a virtual justice platform that observes traditional court protocols.

With hubs in Australia and in the U.S., and team members around the globe, we unite around the common goal of enhancing access to justice. If you’re motivated to help us achieve our purpose of meaningfully modernizing legal justice, we encourage you to apply.

The Role For The Record is seeking an experienced relationship and account management professional to lead the management of a portfolio of our key US-based customers. As our business continues to grow and we introduce AI-based innovative technologies, we are looking for the right person to solidify our existing customer base and expand on current opportunities.

We are searching for a passionate customer advocate to oversee our key contracts, acting as the central point of contact, and providing dedicated support to stakeholders, with a primary responsibility for ensuring the ongoing success of each contract. The chosen candidate will serve as the representative for our customers within the organization, making this role unique and offering an opportunity for professional development and account management skills expansion.

Key Responsibilities Relationship Management

Manage and nurture relationships with key stakeholders within the contracted customer base, fostering positive and mutually beneficial connections. This includes regular client visits and providing updates on our product roadmap.

Establish strong connections with stakeholders at various levels to understand the customers' needs. Work closely with key decision-makers and end-users, serving as the customer's advocate within the organization.

Contract Management

Develop and execute comprehensive, strategic contract management plans, meticulously defining and measuring performance objectives, financial targets, and critical milestones. Your dedication to ensuring the success of each contract will be instrumental in fostering long-lasting partnerships.

Thoroughly communicate contractual obligations to internal stakeholders and business units, ensuring a seamless alignment between our commitments and actions. Your expertise will guarantee that the company operates flawlessly in accordance with contractual requirements.

Present regular, concise, and accurate reports to management, providing crucial insights and updates on contract performance. By staying on top of key metrics and progress, you will play a pivotal role in shaping strategic decisions.

Proactively identify, develop, and report on new business opportunities within each contract, leveraging your strategic vision to unlock untapped potential and drive further growth.

Effectively secure and manage contract renewals

Document and escalate product issues, bugs, or enhancement requests to the appropriate teams for resolution or future development.

Demonstrate exceptional problem-solving skills to swiftly address any challenges that arise, ensuring minimal disruption to our valued customers. Communicate issues and resolutions proactively, both internally and externally, exemplifying our commitment to providing exceptional support and service.

Collaborate seamlessly with all internal business units, including sales, implementation, project management, product development, support, and marketing. Your goal is to drive efficient issue resolution in order to elevate the customer experience.

Essential Skills and Experience 5+ years of account management and stakeholder engagement experience.

Experience within the justice system and courtroom environments is preferred.

Strong customer-focused mindset with excellent relationship management and stakeholder engagement skills.

Highly organized, flexible, and capable of managing multiple competing priorities.

Exceptional communication and writing skills, with polished public speaking abilities.

Excellent problem-solving skills with a high level of business acumen.

Exceptional interpersonal skills and a high level of emotional intelligence.

Strong work ethic and ability to work autonomously with initiative.

Ability to build rapport and influence internal and external stakeholders.

Exceptional attention to detail.

Desirable Skills and Experience Technical background in audio/video is highly desirable.

Experience working with cloud technologies and natural language processing.

Experience in developing and managing strategic partnerships.

Experience writing, coordinating, and responding to tenders.

Experience with contract negotiation.

Experience collaborating with external partners.

Role Challenges and Special Working Conditions Some after-hours work required for strategizing key business customers and meetings.

Domestic and/or international travel may be required, up to 25%.

Manager and other internal contact points may be located in different states/countries.

By joining our team, you'll be at the forefront of shaping positive relationships with our customers, strategically managing contracts, and fostering growth opportunities. Your contributions will be recognized and valued, as you become an integral part of our mission to revolutionize the industry with innovative technologies. Embrace this unique opportunity to grow professionally and make a lasting impact on our expanding customer base.

For The Record provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, For The Record complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Accessibility: If you need an accommodation as part of the employment process please contact Human Resources at

Phone:

Email: [email protected]

Equal Opportunity Employer

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