Customer Support Representative

Published date Posted on Indeed on Sep 08, 2021 (47 d ago)

More about ikaun
ikaun is a world-class experience management platform for the legal services industry. Built based on the needs of business development, marketing, and knowledge management, ikaun offers a unique solution for streamlining how experience is discovered, shared, and reused by business development and fee earners. Our mission--to create an ever-evolving knowledge set of experience that is always current and easily reused when cross-selling, staffing, and generating pitches and proposals.

Customer Success Lead
Under the direction of the Vice President of Operations, the Customer Success Lead is the face of ikaun to our clients. You are required to have an amazing client-facing presence based on empathy, diplomacy, and technical expertise. You are responsible for all client implementation of ikaun's suite of products including our on-premise products(Pulse, The Firm Directory) and ikaun's flagship software as a service offering.

The Customer Success Lead will be responsible for partnering closely with our clients and executive stakeholders across the globe to drive product implementations and world-class customer support. The person in this role will oversee and provide guidance to our clients on configuring our products to meet their specific requirements, consult on the best approach to achieving their requirements and be responsible for overall customer satisfaction.

The ideal candidate is a natural leader that goes above and beyond to deliver an excellent customer experience and lead our clients in their implementations of Pulse, The Firm Directory and ikaun.

Customer Success Lead Responsibilities:

  • Manage customer support requests via our Zendesk ticketing system
  • Troubleshoot technical issues our clients have that range from basic networking issues(DNS, Load Balancing, etc) to security(Services Accounts, Database Access) and product specific configuration issues
  • Collaborate with product engineering on client issues that require potential product changes
  • Reports all issues encountered by clients during implementation
  • Ensure tickets are resolved quickly and proactively
  • Run client implementations as projects engaging with various technical and non-technical stakeholders at our clients
  • Ensures projects are completed on time and within budget
  • Implementing best practices, governance and standards (enforcing project methodologies)
  • Researches, evaluates and documents IT centric, real world business solutions
  • Researches and evaluates third-party tools and assists in the development of buy-verses-build options

Client Success Lead Qualifications:

  • 5-7 years of experience working in client facing support role
  • 5-10 years of project management experience, focusing on IT solutions
  • Capable in SQL Server and Windows Server enviroments
  • Skilled in organizing resources and establishing priorities
  • Ability to deal with many projects in various stages of negotiation, design, construction, and maintenance
  • Excellent written and verbal communication skills
  • Organized and detail oriented

The Customer Success Lead will be offered competitive pay and great benefits, which include health benefits, dental, vision, 401(k), paid holidays and time off, paid training opportunities and much more!

Job Type: Full-time

Pay: $32,331.00 - $90,000.00 per year


  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Work from home


  • Monday to Friday

Application Question(s):

  • Are you familiar with writing SQL statements?


  • High school or equivalent (Preferred)

Work Location:

  • Fully Remote

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