Customer Success Manager

Profile

Providing day-to-day management of assigned Cloud customer portfolio, establishing relationships with key customer contacts to assist customer in identifying and validating their core desired outcomes, coordinating Cloud service configuration requests, addressing implementation and product questions, and owning customer escalations.Supporting the customer onboarding and adoption stage by understanding and consistently validating customer outcomes through appropriate customer engagements, analyzing customer health metrics, and conducting NPS feedback sessions.Establishing a communication cadence with customers 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 my customers needs.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, partner organizations, support, product management and partner enablement to cultivate cooperation in customer activities.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.iM Qualified Because I have...A Bachelors Degree in Business, Business Administration, Information Management, or the equivalentA minimum of 3-5 Years experience Management Consulting, Relationship Management, or Customer Success in a SaaS environmentExcellent business communication, organizational and project management skillsStrong computer skillsAbility to create structure in ambiguous situations and design effective processesHigh level of resourcefulness to be able to independently seek out resolutionsBonus Points Because I Have...A working knowledge of iManage productsUsed Totango, Salesforce and ticketing systemsAn ability to work well independently and as part of a teamA PMP certificationExperience implementing cloud softwareExperience working in a law firm or corporate legal teamAbout iManage...iManage is dedicated to Making KnowledgeWorkTM.Over one million professionals across 65 countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not alwayseasybut it is ambitious and rewarding.

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