Customer Success Associate

Do you dream about improving the customer experience? Are you obsessed with responsiveness, organization, and strategy? Do you feel accomplished when you help clients achieve their goals?

If so, you could be an incredible match for our Customer Success Associate role.

We’re building a Customer Success team that will be responsible for ensuring that our clients reach their marketing and revenue goals through Mockingbird’s digital marketing and business consulting services.

You will act as the liaison between our Digital Strategy and Shared Services Teams and our clients to ensure we deliver the client’s desired business outcomes. Your focus would be to do everything you possibly can to deliver a world-class customer experience.

Primary Responsibilities Include:

Execute comprehensive success strategies for each assigned client

Serve as the liaison and primary customer advocate while collaborating with internal, cross-functional SME’s including Advertising, CRM, Digital Strategy, Development, SEO, etc.

Develop trusted advisor relationships with key law firm stakeholders and fully understand the customer’s business strategy and measurements for success

Develop insights into the client’s target audience and competitive landscape to inform overall digital strategy

Minimize churn and client turnover by ensuring that customers derive the maximum value with their investments with Mockingbird and appropriately leverage our suite of services and solutions

Requirements:

Minimum of 3-5 years related experience in customer success, preferably within the legal industry (but not required)

A passion for solving client problems and achieving high levels of success with the service or solution. You’re motivated to do everything you possibly can to provide an amazing customer experience.

Demonstrated ability to influence through negotiation and consensus building

Confident enough to take charge and make informed decisions, while also humble enough to manage customer expectations and escalate when necessary

You’re obsessed with organization, project prioritization, and have the ability to manage multiple relationships across multiple accounts, as well as internal projects

You love client-facing roles and possess excellent verbal and written communication skills

You have thick skin and can take criticism from client’s when it’s not always warranted

Benefits

Health Insurance

Unlimited PTO

401(k) with company match (aka, free money)

Compensation is driven by the depth of experience across the following: customer success, strategic consulting, data-based driven marketing, and the legal industry.

Mockingbird is made possible by a team of insanely smart, eager, and genuine people. Strategic pontificators, black hat acolytes, and corporate cogs need not apply. Think you have what it takes to help us grow our operations and deliver the absolute best legal marketing services and solutions? Come check us out!

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