Client Success Associate

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

The Client Success Associate’s primary purpose is to grow client partnerships, consult on new technologies and workflows, provide direct oversight, and identify opportunities to drive better client outcomes in partnership with a senior CSM and Sales. The CSA will do this by gaining a deep understanding of a client’s matter history, data sources, dedicated CS pod team, billing metrics, and broader goals.

What will this person do?

• Prepare client metric and trend reports to provide client team consistent insight into account performance as well as support business reviews and client meetings.
• Gather case metrics to calculate ROI to inform client engagement, present in client meetings, and incorporate into client communication.
• Consult on the best technologies and workflows to utilize on high stakes cases
• Consult on the most efficient repeat processes to implement for clients with basic needs
• Manage the development and deployment of client specific playbooks, workflows, and technology applications
• Assist with complex cost and price modeling and presentation to clients.
• Conduct surveys and host client feedback sessions to assess client health, identify issues before they arise, and ensure Lighthouse is meeting client’s desired business objectives and outcomes.
• Research and collaborate with SMEs to address unique client requests and requirements and solve problems or challenges in a timely manner.
• Assist with entering, updating and maintaining account information in CRM system.

Bring your passion and together we will shine. It would also be great if you have the following:

• Bachelor’s degree
• Self-starter with experience in managing changing priorities.
• 3+ years of experience in the litigation, trial prep, or eDiscovery industry.
• Experience with enterprise level deployments and program management preferred. Flexibility to pivot with changing business goals, needs and requirements.
• Strong analytical, problem solving and change management skills.
• Strong communication and technical writing skills.
• Expertise in the full scope of the legal and e-discovery lifecycle, a plus.
• Knowledge of legal and e-discovery technologies (e.g. EnCase, iPro, Nuix, Relativity, Brainspace), a plus.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

The expected pay for this role will range from $78,375.00 to $104,500 per year. This role will be eligible to participate in an annual bonus or incentive program.

Lighthouse offers a quality comprehensive benefits package including medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through 98point6, and other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.