Customer Success Manager (Court Reporting Experience Required)
New
P
PrevailLegal Technology
Fully RemoteFull-TimeManager
Salary65,000 - 70,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- CRM
Requirements
- 3+ years of experience in customer success, account management, or client services
- Experience preferably in legal, court reporting, or litigation support
- Demonstrated ability to manage multiple client relationships simultaneously
- Strong written and verbal communication skills
- Professional, client-first presence
- Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively
- Comfort working across cross-functional teams including Operations, Sales, and Development
- Experience with legal technology platforms, deposition management systems, and court reporting operations (Preferred)
- Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology (Preferred)
- Exposure to tools such as Reporter Base, CRM platforms, or case management software (Preferred)
- Bilingual candidates are a plus
Responsibilities
- Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle
- Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards
- Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities
- Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
- Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support
- Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey
- Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements
- Maintain accurate client data and session records within Prevail’s case management and CRM systems
- Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters
- Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments
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