Customer Success Manager II
Overview
kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.
The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.
The Customer Success Management Team proactively supports our customers in meeting their goals using the Relativity suite of products. The team is accountable for driving product adoption and based on the customer’s individual requirements and segment best practices. The team works closely with Sales to understand account health and to identify any product or contract retention risks and, when necessary, pulls in necessary kCura resources to address.
The ideal candidate is a strong multi-tasker, with strong written and verbal communication skills. They will work closely with many different departments and people, both internally and externally, so strong interpersonal skills are helpful. Strong experience in project management, tasks, timelines and coordination from various sources is a plus, and even more helpful if that experience used Relativity and/or was in the eDiscovery industry.
The Customer Success Manager II is responsible for understanding the business goals and needs of their assigned accounts. He/She creates annual account plans to document and deliver both customer and kCura goals for each specific customer. This might include (but not limited to): onboarding new products, introducing new features, overseeing the upgrade process, ensuring the resolution of customer issues, facilitating strategic discussions around alternate uses of Relativity.
The Customer Success Manager II will also be responsible for coordinating with Relativity Solutions, Sales, and Product Management to establish and deliver best practices based on customer trends and usage.
Responsibilities
- Understand customer usage and account health to proactively mitigate any renewal risk or product churn
- Identify end-user challenges or requests and proactively connect the customer with kCura SMEs
- Coordinate closely with Account/Channel Managers for his/her accounts
- Work with Account/Channel Managers to build and execute annual Success Plans for his/her accounts
- Analyze data to identify trends and trigger opportunities to drive adoption with the customer
- Contribute to the creation of standards and best practices by product and customer segment
- Identify potential upsell opportunities within current accounts
- Provide oversight to complex initiatives, such as new product configuration/onboarding, upgrades, etc.
- Participate in customer meetings, including Quarterly Business Reviews
- Interface with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering
- Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
- Mentor and support more junior team members
Qualifications
Minimum Qualifications:
- 5 years of customer-facing support in the software industry
- Bachelor’s Degree
- 3 years of eDiscovery and/or litigation support experience
- Expertise managing accounts in a customer-facing role
- Ability to address tactical issues as well as maintain a long-term strategic vision
- Listens to customers, identifies business process pains, and recognizes opportunities provide the best possible solutions
- Strong organizational skills
- Enjoys working as part of a team in a collaborative environment
- Effective and professional communication skills
- Experience in the software technology sector
- Enjoys working as part of a team in a collaborative environment
- Ability to travel up to 50%
Preferred Qualifications:
- RCA certification preferred
- Gainsight experience a plus
About Us
Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you’re ready to grow with us, we’d love to hear from you.