Customer Success Manager

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ECFX

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11 - 50 employés

🏢 Entreprise

💰 €1 300 000 Seed Round en 2021-02

Software • Enterprise • Legal Tech

ECFX est une entreprise spécialisée dans l'automatisation du traitement des notifications de dépôt électronique au tribunal (ECF) pour les cabinets d'avocats. Leur produit, ECFX Notice, est un système de gestion des avis d'entreprise qui aide les cabinets à gagner du temps en traitant automatiquement toutes les notifications fédérales et d'État. En automatisant les processus complexes et manuels impliqués dans la gestion des notifications ECF, ECFX permet aux cabinets d'avocats de se concentrer davantage sur le travail pour les clients plutôt que sur les tâches administratives. Fondée par Dan O'Day, avocat et programmeur avec une vaste expérience en technologie juridique, ECFX s'intègre parfaitement avec les systèmes existants de gestion de cas, de documentation et de facturation, offrant des modèles et des tableaux de bord personnalisables pour une visibilité et un contrôle accrus. L'entreprise cible diverses tailles de cabinets, y compris ceux à bureau unique, les cabinets multi-bureaux, les cabinets nationaux et les compagnies d'assurance, visant à atténuer les risques, à prendre le contrôle, à améliorer la visibilité et à accroître l'efficacité opérationnelle.

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

🎯 Exigences

• 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

🏖️ Avantages

• - 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.