Provakil - Customer Success Manager

Provakil is a new-age legal operations management suite for enterprises. Provakil provides an integrated SaaS platform for legal teams to manage all aspects of legal operations including litigation, contracts, compliances, and intellectual property with customized workflows and analytics. We provide automatic data updates from 8000+ courts, trademark and patent registries, and other sources of public legal data. The platform is equipped with advanced ML/AI capabilities for intelligent document review, IP watch & search, case law research, and other use cases. Provakil is trusted by over 100 companies and 50 law firms to manage different aspects of their legal operations.

What we are looking for

As the public face of the company, the Customer Success Manager will be responsible for understanding user pain points, devise solutions for them and turn them into happy and satisfied customers, which requires a combination of empathy and tact. The ideal person will have to develop a deep understanding of the sales process excelling at converting leads and building relationships. The ideal candidate will be a quick learner with strong negotiating skills, and the ability to showcase our offerings in a compelling way.

Roles & Responsibilities:

- Improve the customer journey and own all matters related to an account, including retention and identifying upsell opportunities.

- Ability to understand the product and the customer gentry deeply.

- Provide technical support and ad-hoc training to customers who use the company's product.

- Address, resolve and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction.

- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the concerned stakeholders.

- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

- Manage incoming calls, chat, and emails and handle appropriate follow-up calls and emails.

- Managing renewals for individual lawyers, chambers & small law firms.

- Creating dashboards, reports (daily, weekly, monthly)

- Responsible for Churns & measure churn on the basis of various parameters.

How you fit in

- Strong customer service background, follow-up, and organizational skills.

- Diplomacy, tact, and poise under pressure when working through customer issues.

- Excellent personal presentation and communication skills & strong client servicing skills.

- 3-6 years of experience; at least 2+ years of relevant work experience in a customer-facing role (customer success or account management)

- B2B SaaS experience is preferred.

- A Masters degree in Business Administration would be preferred

Other Personal Characteristics

- A team player who takes responsibility for results.

- Creative and curious, able to develop solutions to business problems.

- Ability to positively influence others to achieve goals.

- Conflict Resolution Ability.

- Fluent in written and verbal communication.

- Technical aptitude and the ability to understand and explain complex concepts in simple terms.

- Customer service experience (optional) and a customer-centric attitude

- A very high degree of ownership.

- Should have great listening skills and the ability to remain patient/ calm under tough situations.

- Should be able to see the situations from multiple perspectives.

Why join us?

Fast Growing

We are a fast-growing organization with a 300% Y-o-Y growth in customers and revenue. We believe in setting the expectations really high and stretching ourselves to deliver on it!

Scale

If you like to solve problems of scale, the legal industry has tremendous volumes of data to work with. We are building a unique data-driven solution to simplify legal operations for large enterprises. Our systems currently process over 12.5k transactions every minute, a metric that will multiply as we scale to new geographies.

Team

We are a team with a strong background and believe in working hard to build a reputation. The founding team consists of engineers from IIT and a lawyer with a practice in the Supreme Court. Our App store rating is 4.6 and our customers can't stop talking about us!

Awards & Recognitions

World Justice Challenge Finalist at The Hague, The Netherlands, 2019

'Legal Tech Startup of the Year' at BW Legal awards 2K19

Industry Prize, Agami Prize in 2018

Selected among Top 3 companies at Westerwelle Foundation YFP Program 2020