Ontra Customer Success Director at Ontra serving as subject matter expert in customer retention and lawyer management for Contract Automation solutions. Act as client advocate to ensure positive business outcomes.
Responsibilities
Collaboration: Work with other Customer Success Managers and cross-functionally with teams including sales, product operations, and our Lawyer Network to support the day-to-day operations of the CS team and ensure a seamless customer experience
Customer Journey Management: Proactively manage and execute tasks throughout the customer journey to enhance client satisfaction and engagement, including facilitating the onboarding process for new customers
Relationship Management: Manage multiple client stakeholders and establish a foundation of trust and partnership in relationships via remote and in-person communication; accurately understand and proactively meet customer needs
Operations and Enablement: Update customer success management tools such as Gainsight, conduct customer call reviews using platforms such as Gong, and engage in training conversations for continuous improvement
What you’ll bring
Industry Experience: 4+ years of experience in a law firm environment is strongly preferred. Candidates with 5+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to routine legal contracts such as NDAs, NRLs, vendor agreements, and other similar documents.
Written/verbal communication: You can communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders from a variety of backgrounds
Adaptability and Initiative: You have the ability to think about how the contributions of the customer success function impact the company, and are a self-starter with the ability to learn and execute quickly in a dynamic environment
Communication skills: You are an expert at distilling complex technical concepts into digestible language for customer-facing communication and training
Attention to detail: You have a keen ability to notice even the smallest errors and are committed to ensuring accuracy and precision in everything you do
Interest in in-person connection: You are willing and interested in working from our Midtown Manhattan office several days a week, with potential to travel up to twice per quarter to major U.S. cities to conduct in-person meetings with customers and key contacts
