Client Success Analyst (Hybrid)

| Chicago, IL | Hybrid
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Nextpoint is looking for a Client Success Analyst (CSA) to manage a portfolio of existing customers and ensure that our customers 1) fully engage with the platform and our services, 2) recognize a compelling ROI from their investment in Nextpoint, and 3) advocate on our behalf, both internally (account expansion) and externally (via referrals). As a CSA, you will not only manage your dedicated portfolio of customers but also play a pivotal role in supporting the Client Success Director in implementing and expanding their book of business.
The CSA serves as the "quarterback" in Nextpoint's relationship with their clients. Account retention and expansion are vitally important to Nextpoint's success. It is the job of the CSA to delight our customers and forge long term relationships that can be measured via high renewal rates, user license growth, invoiced services revenue, testimonials, and referrals.
This role emphasizes a proactive approach to client engagement, a focus on revenue growth within existing accounts, and the ability to contribute individually to the success of the clients and the overall business.
Here are some key aspects of a Client Success Analyst's role:
RESPONSIBILITIES

  • Collaborate with a Client Success Director to ensure the successful onboarding of new clients.
  • Renew annual subscription agreements for existing accounts within the assigned territory.
  • Increase revenue within existing accounts by driving usage with current users, identifying new users, and identifying professional services opportunities.
  • Triage incoming client calls and emails related to workflow and product issues, striving to resolve client issues before forwarding them to Support.
  • Responsible for applying analytics to track, evaluate, and optimize CS performance.
  • Schedule and deliver end-user and admin training for client accounts.
  • Schedule client meetings for Client Success Directors and manage follow-up logistics.
  • Maintain a high level of activity (meetings per week) to ensure regular client engagement.
  • Ability to travel as needed, including on-site visits with clients or attending office events.


REQUIREMENTS

  • Bachelor's degree in Arts/Sciences or equivalent work experience
  • 1+ years of proven experience in sales, marketing, project management, or client success.
  • Strong written and verbal communication skills with the ability to document and communicate effectively with internal and external resources.
  • Experience with Salesforce, PowerPoint, and the Google Platform is a plus.
  • Exceptional attention to detail to ensure accuracy and effective execution of all projects.
  • Strong interpersonal, communication, facilitation, and presentation skills.
  • Ability to problem-solve and think analytically in a fast-paced environment.
  • Nextpoint has a mandatory COVID-19 vaccine policy, with the option for exemption based on qualifying medical conditions or religious beliefs. The company engages in an interactive process to identify possible reasonable accommodations.
  • Authorized to work in the US for any employer


WHO IS NEXTPOINT
Nextpoint is the industry leader in delivering cloud-based services for eLaw. Our market leading software and services help legal related organizations conquer their eDiscovery, Litigation, and Admin needs. We do this by providing a powerful SaaS platform with world-class support and engagement teams that help hundreds of law firms across the country manage large data sets, identify relevant information via AI and complex searches, and organize evidence to build compelling arguments to support their clients' interests. Our progressive, customer-focused approach and entrepreneurial spirit has enabled us to remain independent and self-funded and is now fueling our rapid growth. The legal industry is undergoing an exciting transformation as new technologies redefine how data is managed in the cloud, and Nextpoint is leading the way with innovative solutions that meet the needs of this dynamic market.
BENEFITS

  • Compensation is competitive and commensurate with experience
  • Flexible Hybrid schedule (3 days/week in office or with clients)
  • PPO Health Plan, Dental and Vision
  • Health, Dependant, and Transit FSA
  • Generous PTO policy & paid holidays
  • Annual professional development stipend
  • Monthly Flexible Benefit stipend
  • 401k plan & match
  • Free in-office lunch every day and a stocked kitchen and bar!
  • And more


OUR CULTURE
We have earned a place on the list of "50 BEST SMALL COMPANIES TO WORK FOR IN CHICAGO 2022"!
We seek out colleagues who are interested in working with high-performing professionals, developing their own professional skills, and seeing the impact of their contributions to our company. We are relentlessly team-focused and customer-centric. Working at Nextpoint is an entrepreneurial adventure. Projects move fast and plans change frequently as we navigate opportunities and meet the needs of our clients. We take pride in having a friendly, open office life that is relaxed and honest. We enjoy spending time with one another in the office as well as outside of work. We are problem solvers, simplifiers, and challenge seekers, but above all we strive for a happy workplace and satisfied clients. We enjoy working on impacting the legal justice system and thinking about how legal, regulatory, and government processes will evolve to address emerging technology and how the technologies we develop impact under-served and vulnerable communities as well as the environment.
Feel free to check out our reviews on Glassdoor , G2 , and Capterra !
COVID POLICY
Nextpoint has adopted a mandatory COVID-19 vaccine policy to safeguard the health and well-being of employees and their families, customers, and the community. An exemption may be requested on the basis of a qualifying medical condition, or for religious beliefs, and the company will engage in an interactive process to identify possible reasonable accommodations.
EQUAL OPPORTUNITY EMPLOYER
Nextpoint is an equal opportunity employer. We strive to foster a diverse workplace, actively seeking to recruit, retain and promote people of color and LBGTQ candidates. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. If you are interested in our company we encourage you to apply even if you do not see an applicable job description, as we are growing fast and are always on the lookout for high performing, curious, entrepreneurial-minded individuals to join our team!

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An Insider's view of Nextpoint

What’s the vibe like in the office?

From day one, I felt so comfortable and energized coming into the office and collaborating with my team. It’s a supportive environment where I feel encouraged to share my ideas and ask for help when I need it. Spontaneous in-office happy hours happen all the time, which often leads to concerts, karaoke and more outside the office.

Elizabeth

Content Editor

How do you collaborate with other teams in the company?

In Product, collaboration is vital in serving our core user, business, and technical needs. On any given day, I may have a feasibility discussion with Engineers, define user challenges with Engagement, speak with Sales on the value of a release, meet with Marketing on our release strategy, and more. All of this informs the future of our product.

Annie

Product Manager

What are Nextpoint Perks + Benefits

Nextpoint Benefits Overview

PPO Health Plan, Dental and Vision
Transit benefits
Generous PTO & paid holidays
Unlimited PTO policy after 1 year
Professional Development Stipend
Monthly Flexible Spend Stipend
Ancillary Benefits
FSA & DCFSA
401k plan & match
Free in-office lunch every day and a stocked kitchen and bar!
And more!

Culture
Volunteer in local community
Nextpoint, Inc participates in volunteer activities quarterly such as Share Our Spare, Shoes that Fit, Cobra 31 Foundation, and Lemonade Brigade.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Fully employer-paid premiums.
Dental insurance
Vision insurance
Health insurance
Life insurance
Fully employer-paid basic premium.
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
100% employer match up to 3% of employee yearly salary.
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited PTO policy to promote a healthy work-life balance.
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Free lunch every day in our Chicago HQ!
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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