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Customer Success Manager

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iManage

6d ago

  • Job
    Full-time
    Mid & Senior Level
  • Business, Operations & Strategy

Requirements

  • A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
  • A minimum of 3-5+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
  • Excellent business communication, organizational and project management skills
  • Ability to create structure in ambiguous situations and design effective processes
  • High level of resourcefulness to be able to independently seek out resolutions
  • Bonus Points If I Have...
  • A working knowledge of iManage products
  • Used Totango, SalesForce and ticketing systems
  • An ability to work well independently and as part of a team
  • A PMP certification
  • Experience implementing cloud software
  • Experience working in a law firm or a corporate legal team
  • Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!

Responsibilities

  • Providing management of assigned Cloud customer portfolio, establishing relationships with key customer contacts, addressing customer feedback and outcomes, while focusing on customer retention and striving for customer advocacy.
  • Creating and enforcing plans that will help meet the needs of customer outcomes, and working diligently to resolve customer blockers.
  • Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
  • Designing, developing and optimizing customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
  • Establishing a scalable communication cadence with assigned customer portfolio to add value and proactively discuss business needs and identify any risks to subscription renewal.
  • Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s outcomes.
  • Working with customers and Channel to implement success programs and provide success plays.
  • Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in assisting in achievement of customer outcomes.
  • Preparing and presenting customer Business Value Reviews and/or Joint Success Plan Reviews to monitor progress towards customer outcomes achievement.
  • Gaining and leveraging account intelligence to drive best practices throughout the customer lifecycle.
  • Understanding customer segment for how the customer uses differing iManage solutions to achieve value and desired outcomes.

Making knowledge work (TM)

Technology
Industry
501-1000
Employees
2015
Founded Year

Mission & Purpose

iManage is the company dedicated to Making Knowledge Work. Its intelligent, cloud-enabled, secure knowledge work platform enables organizations to uncover and activate the knowledge that exists inside their business content and communications. Advanced Artificial Intelligence and powerful document and email management create connections across data, systems, and people while leveraging the context of organizational content to fuel deep insights, informed business decisions, and collaboration. Underpinned by best of breed security, sophisticated workflows and governance approaches, iManage has earned its place as the industry standard through continually innovating to solve the most complex professional challenges and enabling better business outcomes for over one million professionals across 65+ countries.