Your Impact

The Client Success team at DISCO is expanding and we’re looking for motivated professionals to grow with us!  We’re hiring an additional Onboarding CSM (OCSM) to meet the demands of our growing business.  The OCSM is responsible for getting new clients up and running with the platform and shepherding them through their first 90 days with DISCO.  The role has the opportunity to provide the client a magical first experience with DISCO, setting the client up for success and generating future revenue opportunities for DISCO. Our OCSMs play an integral role in our client’s initial journey from one to multiple projects. This is further enhanced by their ability to consultatively up and cross sell value add products as clients become a DISCO client for life.

What You'll Do

• Responsible for working with clients during their first 90 days at DISCO to introduce them to available resources, such as training and professional services, as well as help the client set up their first matters and ingest data into the DISCO platform
• Coordinate resources internally to ensure the client has immediate access to the right technical personnel
• Manage the hand-off process between the sales team and onboarding team
• Communicate DISCO’s value proposition effectively to all client stakeholders
• Proactively reach out to clients after the initial onboarding to share product tips/tricks and ensure the client is getting maximum value from the platform
• Seek CSAT feedback from clients to ensure ongoing improvement of the onboarding process
• Identify upsell/cross-sell opportunities
• Serve as an escalation point for client challenges during the first 90 days to ensure issues are resolved quickly 
• Prepare the client for a positive, long-term relationship with their ongoing Client Success Manager or Representative moving past 90 days.

Who You Are

• Strong client facing  background with at least 5+ years of consulting, client success, client support, operations, account management, or project management experience. 
• Excellent presentation and communication skills (oral and written).
• Customer-centric thought process with the ability to provide process improvement
• Experience learning and communicating value propositions of SaaS platforms
• Experience improving customer satisfaction
• Ability to thrive in a fast-paced environment

Even Better if You. . . 

• Have experience with ediscovery or other legal operations
• Previously worked in a SaaS organization which also provided professional services surrounding the core software products
• Have worked in a rapidly scaling organization with multiple products