Summary:

The Client Success Associate supports the Client Services team in delivering exceptional service to clients while ensuring smooth daily operations within the Court Reporting Division. This role assists with client communications, tracks and prioritizes tasks, helps resolve routine client issues, and collaborates cross-functionally to maintain a positive and consistent client experience. 

The Client Success Associate follows established client service processes, participates in structured training, and contributes to continuous improvement efforts within the division. This position is fully remote and reports directly to the Client Services Manager. 

Responsibilities: 

• Participate in training sessions on key software tools (including ClickUp, Front, Prevail, and Microsoft Office Suite) to build technical proficiency and support team consistency. 

• Serve as a point of contact for clients by responding to routine questions and service-related requests. 

• Track, update, and prioritize assignments in ClickUp to ensure timely completion of tasks. 

• Support communication and collaboration between Scheduling, Client Services, Production, Sales, and Billing teams. 

• Monitor client satisfaction and escalate feedback to senior team members as appropriate. 

• Work with cross-functional teams to resolve straightforward client issues and suggest process improvements. 

• Escalate complex client concerns to senior team members and assist in communicating resolutions to clients. 

• Assist with weekly criminal deposition assignments. 

• Create and distribute Prevail via Zoom link requests.. 

• Support enforcement of new resource invoice requirements in coordination with internal teams. 

• Ensure adherence to company policies, service standards, and applicable industry regulations. 

Qualifications:

• 1 to 2 years’ experience in a customer service, legal support, or administrative role preferred. 

• Strong organizational skills and attention to detail. 

• Clear written and verbal communication skills. 

• Ability to manage multiple tasks and deadlines in a fast-paced environment. 

• Willingness and ability to learn client management software, including ClickUp, Front and Prevail. 

• Some experience in Microsoft Office Suite (Outlook, Word, Excel). 

• Positive attitude, professionalism, and eagerness to learn and grow within the role. 

The compensation for this role is $20.00-$24.00 hour. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.