About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help grow a market-leading solution that makes a difference in the lives of our clients, join us.

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

About the role

One Legal, an InfoTrack Company, is seeking an experienced Customer Success Manager who lives our company values of customer-centricity, striving for ambitious goals, and respect for colleagues and clients. As a Customer Success Manager, you will be responsible for driving revenue growth and increasing client retention to ensure long-term loyalty of the One Legal client base.

Success in this role will, therefore, require that you are passionate about delivering excellence to your clients, problem solving and motivated to grow share of wallet in your dedicated customer pool by upselling additional products and engraining one legal in the legal firm.

This is a full-time, competitively salaried position with uncapped commissions.

Responsibilities

• You will operate as the lead point of contact for matters specific to your accounts
• You will build and maintain strong, long-lasting customer relationships
• You will conduct product upsell/trainings to maximize profit
• You will develop trusted relationships with customers.
• You will look to develop new business with existing clients and/or identify areas of improvement to meet sales targets
• Forecast and track key account metrics
• Prepare reports on account status
• Prevent customer churn
• Collaborate with the sales team to identify and grow opportunities within client base
• Assist with challenging client requests or issue escalations as needed
• Attend tradeshow events organized by the Marketing team

Competencies

• Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful relationship selling.
• High Activity – ability to make 30 Successful Calls a day
• High Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.
• Sustaining Client Satisfaction - Supporting clients throughout their relationship with One Legal; seeking and taking appropriate actions on client feedback; resolving difficult issues in a timely and professional manner; taking responsibility for client satisfaction and loyalty
• Client focus - Ensuring that the client ‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs.
• Revenue generating activities – ability to identify gaps in our product usage and strategize initiatives to increase uptake

Job Style

• Results Oriented Achievement - Meeting increasing work challenges, KPI’s and outcomes
• Relationship Building - Developing and maintaining ongoing working relationships with others requiring interaction and mutual support.
• High Responsibility/Accountability - Receiving primary responsibility/accountability for completing tasks.
• Task Variety - Working on several different tasks or projects.
• Resilience – ability to work at speed, maintain high effectiveness and diligence in fast paced environment
• Highly Coachable – working with the sales team and management to develop competence, commitment and cultural

Experience

• You will be an enthusiastic multi-tasker who thrives in a fast-paced environment.
• Excellent phone manner and communication skills.
• Your commitment to Sales Process, Up Sell and Cross Selling will see you win in this role.
• Training experience, Problem Solving mindset
• Proven relationship sales performance
• Effective team player, a passion and desire to make a difference
• Strong Self-Driven initiative and ability to work autonomously
• Outstanding communication and presentation skills and an enthusiasm for building strong relationships
• Ability to create a quick and strong rapport.
• Attention to detail and follow-up/ Process driven and takes ownership
• Experience with computers and applications software, including Microsoft Word, Excel, and PowerPoint and Salesforce/CRM database skills required.
• A knowledge of the Legal and Conveyancing process will be looked on favorably
• 12months experience in a similar role or within the industry would be advantageous

What Sets One Legal Apart

At One Legal, we’re committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees:

• Equity Stock Options for All Employees
• 401(k) Match

• Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by the company, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• Matching Gift Program

• Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

We are an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.