Client Success Associate

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What ’s unique about this Client Success Associate role?

The Client Success Associate ’s primary purpose is to support client nurture, engagement and success activities, in partnership with senior CSMs and Direct Sellers. The CSA will do this by gaining a deep understanding of client history, information and business goals to facilitate analysis of client information in support of impactful client engagement.

What will this person do?

• Prepare client metrics, data and trends reports to provide client team consistent insight into account performance.
• Analyze client metrics, data and trends to provide client team with insights that inform account strategy, touches and activities.
• Gather client metrics and data to help prepare for, and attend as needed, client business reviews and client or client-related meetings.
• Participate in drafting digital client business review content, annual reports, dashboards, and presentations.
• Gather metrics, data and information to calculate ROI to inform client engagement, present in client meetings and incorporate into client communication.
• Coordinate with Onboarding Team to ensure a smooth and complete new client onboarding experience.
• Assist with complex cost and price modeling and presentation to clients.
• Conduct surveys and host client feedback sessions to assess client health, identify issues before they arise, and ensure Lighthouse is meeting client ’s desired business objectives and outcomes.
• Research and collaborate with SMEs to address unique client requests and requirements and solve problems or challenges in a timely manner.
• Assist with entering, updating and maintaining account information in CRM system.

What Lighthouse seeks:

• Bachelor ’s degree
• 1+ years of experience in customer success, sales, client services or other client-facing role.
• 1+ years of experience in legal technology, e-discovery or information governance, a plus.
• Experience with enterprise level deployments and program management preferred.
• Flexibility to pivot with changing business goals, needs and requirements.
• Strong analytical, problem solving and change management skills.
• Strong communication and technical writing skills.
• Expertise in the full scope of the legal and e-discovery lifecycle, a plus.
• Knowledge of legal and e-discovery technologies (e.g. EnCase, iPro, Nuix, Relativity, Brainspace), a plus.

Work Environment and Benefits:

Duties are performed in a typical office environment while at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting. Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We offer a quality comprehensive benefits package including medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.

Key skills/competency

• Client Relationship Management
• Data Analysis & Reporting
• E-Discovery & Legal Technology
• Customer Engagement Strategies
• Account Performance Monitoring
• Project Coordination
• Problem Solving & Research
• CRM System Management
• Communication & Technical Writing
• ROI Calculation