Customer Success Manager

🕒 4 days ago

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ECFX

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏢 Enterprise

💰 $1.3M Seed Round on 2021-02

Software • Enterprise • Legal Tech

ECFX is a company that specializes in automating the processing of electronic court filing (ECF) notices for law firms. Their product, ECFX Notice, is an enterprise notice management system that helps law firms save time by automatically handling all Federal and State notices. By automating the complex and manual processes involved in ECF notice management, ECFX enables law firms to focus more on client work rather than administrative tasks. Founded by Dan O’Day, a lawyer and programmer with extensive experience in legal technology, ECFX integrates seamlessly with existing case management, document management, and time and billing software, offering customizable templates and dashboards for improved visibility and control. The company targets various firm sizes, including single office firms, multi-office firms, national firms, and insurance companies, aiming to mitigate risks, gain control, improve visibility, and enhance operational efficiency.

📋 Description

• Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors • Build and maintain strong, long-term client relationships as an extension of their team • Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency • Develop deep expertise in ECFX products to deliver effective technical support and guidance • Assist with onboarding and implementation of new clients, particularly on technical configuration and setup • Partner with internal teams to escalate and resolve product issues efficiently • Plan and deliver client training to drive adoption and self-sufficiency • Communicate clearly with clients regarding system performance, issues, and resolutions • Support ongoing client success by identifying opportunities to improve usage and outcomes

🎯 Requirements

• Bachelor’s degree in Business, Information Technology, or a related field (advanced degree a plus) • 2+ years of successful docketing or legal software support experience preferred • Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred • Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders • Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects • Excellent requirements-gathering and analytical skills—able to turn complex needs into clear plans, milestones, and action items • Highly organized and detail-oriented, with strong documentation habits • Comfortable operating in fast-paced, evolving environments; proactive problem-solver with sound judgment • Customer-first mindset and a track record of delivering high-quality client experience • Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) preferred

🏖️ Benefits

• - Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included. • - Work-Life Harmony: Embrace flexibility with our supportive approach to working hours. • - Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life. • - Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that, in addition to scheduled vacations and holidays, employees can take unplanned time off when needed, subject to supervisor approval. We understand that life happens and trust our team to manage their time effectively. • - Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan • - Join the ECFX family to be at the forefront of legal industry innovation. Here, we're not just creating software but laying the tracks for a more streamlined, accessible legal framework.