Customer Success Manager

Downers Grove, IL, United States

Customer Success Manager in Downers Grove, IL at STENOGRAPH, LLC Stenograph provides a full suite of products and software for dictation and transcription applications. The company offers shorthand writing machines and computer-aided transcription software for the information technology needs of the court reporting and captioning communities. The company also provides training materials and professional development courses for students and court reporting professionals. The company markets its products through its sales force and distributors in the United States and internationally.

Job Description Job Description

The Company

Stenograph LLC is a world leader in the legal transcription industry with a legacy of excellence spanning 85 years, serving a global clientele. Stenograph is at the forefront of legal transcription innovation providing a comprehensive suite of cutting-edge technology designed to empower legal and transcription professionals. Our team’s extensive knowledge, experience, and dedication have earned us the reputation as a trusted industry leader. To help us achieve this, we surround ourselves with creative and empowered team members who exemplify our core values of customer focus, quality, continuous learning, commitment, and collaboration.

Stenograph offers the most advanced stenographic machines and computer-aided transcription software for the unique technology needs required by court reporters and captioners. In addition, Stenograph’s custom-built automatic speech recognition technology and productivity solutions are designed to benefit all stakeholders of the deposition and legal industry, including digital reporters, transcriptionists, and agencies. We are uniquely positioned as the only provider of a complete end- to-end integrated solution, providing our customers with tools and solutions to capture and produce an accurate verbatim transcript. Our team also provides training materials and professional development courses, that provide our customers with the tools and expertise needed to thrive in the fast-paced industry. Stenograph’s support, commitment, and advocacy have solidified our position as a respected industry leader.

Stenograph is owned by The Heico Companies, LLC, and is a certified Woman-owned Business Enterprise (WBE). For over 40 years, The Heico Companies has delivered sustainability to their businesses while maintaining their entrepreneurial spirit. They now have over 9,000 employees and over 78 operating companies on 5 continents and generate more than $3.3 billion dollars in revenue. The Heico Companies believe that great, game-changing ideas can come from anyone, anywhere in our organization.

The Position

Our Customer Success Manager’s key role is to make Stenograph’s customers successful with Enterprise Sales solutions. They will be accountable for driving adoption and grow job volume & transactions for enterprise customer(s). They act as central liaison between Enterprise Sales and Stenograph’s internal resources such as data engineers, system administrators, technical support, customer care and marketing. The Customer Success Manager will be responsible for onboarding and training all users of Enterprise account(s). This is an individual contributor role reporting to the VP of Customer Success.

Responsibilities:

Provide pre-sales and customer success coverage for Enterprise accounts.

Supporting sales with pre-sales activities such as demonstrations, setting up of test environments for Enterprise accounts.

Accountable for successfully setting customer expectations and project managing the entire onboarding process from start of project.

Accountable for driving volume usage Enterprise accounts.

Accountable for training key internal as well as external users of Enterprise Sales products for assigned Enterprise accounts.

Supports marketing efforts.

Provides ongoing feedback on product performance, pricing, features, new product ideas, new uses, and promotional strategies.

Engage in social selling/social media efforts.

Attends and actively participates in meeting/training sessions, submits reports as directed.

Assumes responsibility for continual self-training.

Proactively participates in and contributes ideas to meetings and training sessions.

Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and ither actions to ensure customer success.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

Bachelor’s degree or equivalent in a technical field is preferable.

3-5 years’ experience in related areas as an individual contributor.

1-3 years' supervisory experience may be required.

Strong understanding of court reporting agency operations, office workflow and interactions with reporters and other resources.

Strong commitment to working closely with team members.

Desired proficiency in MS office.; Word, Power Point and Excel.

Proactive with evidence of sales and/or customer success experience.

An effective communicator, with strong oral and written skills (internal and external).

Flexible and self-starter; able to multi-task.

Conscientious, curious, goal-driven, respectful, persistent, proactive, willing to accept direction and utilize company-sponsored training.

This role can be remote or hybrid in Downers Grove, IL.

EOE/M/F/D/V

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