Director, SaaS Customer Success Manager | Technology | Multiple Locations
🔍 United States, Illinois, Chicago
Who We Are
FTI Consulting is the leading global expert firm for organizations facing crisis and transformation. We work with many of the world’s top multinational corporations, law firms, banks and private equity firms on their most important issues to deliver impact that makes a difference. From resolving disputes, navigating crises, managing risk and optimizing performance, our teams respond rapidly to dynamic and complex situations.
At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.
Are you ready to make your impact?
About The Role
The role involves managing our customers’ experience, guiding them towards successful use of the SaaS software, and helping them achieve their objectives. Our ideal candidate should be skilled at managing customer relationships, understanding their needs and requirements, and implementing strategies to drive customer retention and satisfaction.
What You’ll Do
- Work closely with clients to ensure successful onboarding onto the firm’s platform
- Provide advice and guidance as the SaaS platform subject matter expert to ensure successful ongoing usage and adoption of SaaS solution and to ensure meeting the client’s goal for the SaaS solution
- Train and support customers on how to use the software effectively
- Prepare documentation such as user guides, feature alerts, new release notices, best practices
- Acts as the primary external contact for any escalations, ensuring swift issue resolution. Engaging with client support as a client advocate to ensure speedy resolution of client issues
- Provide proactive management and risk mitigation to ensure client success and account growth.
- Conduct quarterly Business Reviews with key stakeholders to identify opportunities for enhancing the client experience
- Analyze business processes and client data to assess account health, prioritizing internal process changes and client outreach. Monitor trends in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for assigned account(s) to ensure efforts lead to improved client experiences. Track critical feedback from client meetings and advocates for product and process changes to enhance CSAT
- Work cross-functionally within and across various internal teams to address client concerns and barriers. Provide solutions to clients using strong critical thinking skills and an analytical approach. Build strong internal connections to ensure support and manages multiple tasks simultaneously. Act as the client advocate on product roadmap discussions
- Liaise frequently with Consulting colleagues on workflows to ensure best quality advice is provided to clients and client relationships grow through multiple connection points
- Maintain awareness of the breadth of FTI’s non-SaaS offerings to enable higher client satisfaction when a mix of offerings is appropriate for them
- Work with account and relationship managers to promote and leverage other FTI services
- Maintain current functional and technical knowledge of platform
- Help to document client playbook in developing and using platform(s)
How You’ll Grow
We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You’ll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.
As you progress through your career at FTI Consulting, we offer tailored programs for critical professional milestones to ensure you are prepared and empowered to take on your next role.
What You Will Need To Succeed
Basic Qualifications
- Bachelor’s degree
- 6+ years of experience in a related function with direct client advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, Consulting, Am-Law 100, or mid-tier Relativity partners
- Successfully managed client engagements to completion and client satisfaction
- Excellent analytical skills & critical thinking skills, combined with the ability to provide quick resolution to problems
- Subject Matter Expert in Relativity in both the administration and user features. Specific skills include but is not limited to:
- Relativity Processing
- Ingesting/processing data principles and standard workflows
- Staging data
- Data import
- Creating and exporting productions
- Relativity Analytics functions
- Brainspace (preferred but not required)
- Relativity workspace administrative functions
- Relativity instance level functionality available to SaaS clients
- All Relativity workspace user features
- Blackout (preferred but not required)
- Relativity Processing
- Availability to work nights and weekends based on client and business need
- Applicants must be currently authorized to work in the United States on a full-time basis; this position does not provide visa sponsorship
Preferred Qualifications
- Exceptional verbal and written organizational, presentation, and communication skills
- Must be client service oriented and believe in teamwork, collaboration, adaptability & Initiative
- Demonstrable success in thinking strategically, executing tactically while providing consistent and elevated levels of client satisfaction and retention in a fast- paced environment
- Competitive & competitively aware. Proficient at explaining strengths & vulnerabilities
- Willingness to travel periodically based on client and business need
Total Wellbeing
Our goal is to support the wellbeing of you and your families—physically, emotionally, and financially. We offer comprehensive benefits such as the following:
- Competitive total compensation, including bonus earning potential
- Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance
- Generous paid time off and holidays
- Company matched 401(k) retirement savings plan
- Potential for flexible work arrangements
- Generous paid parental leave with available planning tools, virtual expert coaching services and flex return support.
- Family care benefits, including back-up child/elder care
- Employee wellness platform
- Employee recognition programs
- Paid time off for volunteering in your community
- Corporate matching for charitable donations most important to you
- Make an impact in our communities through company sponsored pro bono work
- Professional development and certification programs
- Free in-office snacks and drinks
- Free smartphone and cellular plan (if applicable)
- FTI Perks & Discounts at retailers and businesses
- Upscale offices close to public transportation
About FTI Consulting
FTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 8,300 employees located in 34 countries and territories. Our broad and diverse bench of award–winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.49 billion in revenues during fiscal year 2023. In certain jurisdictions, FTI Consulting’s services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
Compensation Disclosure: Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual’s location, skills, level of experience, and qualifications.
