Prevail Legal

Customer Success Manager

• Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle
• Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards
• Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities
• Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly
• Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
• Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support
• Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience
• Oversee post-session processes, including transcript delivery, quality review, and follow-up communications
• Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey
• Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements
• Collaborate with the Dev team to communicate client-facing feature requests and platform updates
• Maintain accurate client data and session records within Prevail’s case management and CRM systems
• Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters
• Identify performance trends and escalate service partner concerns through the appropriate channels
• Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

Customer Success Manager, Court Reporting Experience Required

Attorney

• Review AI-generated transcriptions of legal depositions against original audio or video for accuracy and completeness.
• Edit and proofread AI-generated transcriptions to correct grammar, punctuation, and formatting errors.
• Conduct thorough research to ensure accuracy of technical and specialized legal terminology and names.
• Ensure proper identification of speakers.
• Maintain consistency and adherence to established style guidelines.
• Perform live data tagging in support of Prevail's AI-powered transcription workflows.
• Work efficiently to meet deadlines while maintaining quality.
• Adapt to changes in AI technology and transcription practices as well as Prevail’s editing environment.

Customer Success Manager, Court Reporting Experience Required

Legal Transcriptionist, Editor