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Senior Enterprise Engagement Manager (Customer Success)

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iManage

6d ago

  • Job
    Full-time
    Expert Level
  • Business, Operations & Strategy
  • London

Requirements

  • A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
  • A minimum of 10+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
  • Legal and Corporate / Finance Industry Knowledge
  • Excellent business communication, organizational and project management skills
  • Strong computer 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 Because I Have...
  • A working knowledge of iManage products and solutions
  • Used Totango, SalesForce and ticketing systems
  • An ability to work well independently and as part of a team
  • A PMP or ITIL certification
  • Experience implementing enterprise cloud and/or security platform solutions

Responsibilities

  • Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy.
  • Create and enforce plans that will help meet the needs of customers, 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.
  • Design, develop and optimize customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
  • Establishing a communication cadence with strategic customer base 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 needs.
  • Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
  • Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
  • Working with customers and Channel to implement success programs and provide success plays.
  • Acting as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption.
  • Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities.
  • Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle.
  • Understanding competition and staying ahead of the curve.

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.