OVERVIEW:
We are looking for a Customer Success Manager with a Corporate Paralegal background to help us strategically engage and guide our customers, ensuring that they have the skills and resources needed to maximize the value of our product offering and enable them to achieve their business goals.
You will leverage your experience and passion for relationship management, creative problem solving, and customer success to drive business outcomes for your customers while being responsible for best-in-class user onboarding and adoption, revenue retention & growth, and customer advocacy. This role is hybrid in Vancouver and will report to the Head of Business, Corporate.
WHAT YOU’LL DO:
- Outcome-based Customer Success: Acts as a strategic advisor for our new and existing customers and guides them to success on their journey with Appara’s legal products. Communicates regularly with internal teams to manage customer information and feedback dynamically.
- Building Relationships: Builds and maintains strong relationships with customers, from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction.
- Domain Knowledge: Deliver technical and product knowledge to ensure that on-boarding and support experiences are second-to-none. Further, develops a high level of knowledge and understanding of legal processes by keeping up with industry news, trends, and best practices. May be requested to attend/present at trade shows, conferences, and VIP roundtables.
- Ensuring Quality Control: Utilize your domain knowledge to test products and associated workflows and documentation, identifying areas of improvement to the product team and advocating for the end-user experience.
- Driving Adoption & Retention Strategies: Actively monitors account adoption throughout the length of the relationship and ensures high uptake of Appara’s software and eventual partner products by analyzing data/metrics/industry trends and intervening with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.
- Personalized Engagement: Engages with customers during onsite and virtual quarterly business reviews where you will influence through performance metrics, recommendations for performance improvements, and strategic discussions on their achievement of business goals.
- Internal Advocacy: Advocates for product features and improvements as the voice of the customer and works cross-functionally with both the customer success and internal product teams to champion change.
WHAT YOU’LL NEED:
- Minimum 3 years of Corporate paralegal experience (required).
- Minimum 2 years of experience liaising between internal teams and external stakeholders/clients.
- Significant experience utilizing entity management software.
- Ability to quickly learn new technologies and explain software features and legal workflow concepts to customers in a simple, succinct manner.
NICE-TO-HAVES:
- Experience with real estate and/or wills and estates practice groups in a full-service law firm.
- Diploma or Bachelor’s degree in areas related to law, business, or communications.
WHO YOU ARE:
- Tenacious: You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious: You are always learning and seeking ways to make things better. You use an organized and logical approach to find solutions to complex problems. You look beyond the obvious to understand the root cause of problems.
- Conscientious: You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble: You lead with humility and empathy, respecting and learning from the perspectives of others.
- Share our values: We champion the power of human connection. We’re united by our shared values of innovation, grit, humility, and passion for customer success.
- Make an impact: Working at the speed of innovation, we create value for our customers by delivering solutions that power productivity. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact.
- Learn and grow: We’re committed to growing the capabilities of our people. We are building a learning community where you can work with diverse individuals, explore new ways of thinking, and expand your capabilities.
SUMMARY:
We believe in a meritocracy – one in which the quality of your actions dictates what work and responsibilities you take on. We believe in providing frequent coaching and mentoring, both formally and in-formally. We are dedicated to building a diverse community, one where employees feel a sense of belonging and are valued for the contributions and the perspectives they bring.
Applicants must be residents of Canada, and willing to complete a legal background check upon offer.
Job Type: Full-time
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:
Education:
- AEC / DEP or Skilled Trade Certificate (preferred)
Experience:
- corporate paralegal: 3 years (required)
Work Location: Hybrid remote in Vancouver, BC V6B 2R9
