Senior Customer Success Manager
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Being a Senior Customer Success Manager at iManage means…
You are responsible for proactively driving all iManage Cloud customer post-sale customer lifecycle to ensure customers receive maximum value from their subscription by identifying and delivering business outcomes. During the onboarding process, you will work closely with the customer’s implementation services provider by providing guidance on both technical and end-user best practices, monitoring project timelines and milestones, and coordinating iManage activities in support of the Cloud Launch.
After Cloud Launch, you will continue to build strong relationships with key customer and partner stakeholders and work with Product, Support, Engineering, Cloud Operations, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive adoption.
iM Responsible For...
- Serving as the trusted central point of contact for customers and bringing in experts as needed to meet my customer’s needs.
- Serving as the primary relationship owner for assigned accounts with responsibility for ensuring customers derive maximum value from our services and their business outcomes are achieved
- 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.
- Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting NPS feedback sessions.
- Establishing a communication cadence with my portfolio of customers to add value and proactively discuss business needs and identify any risks to subscription renewal.
- Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage
- Conducting and leading quarterly usage trend discussions with our premier customers to monitor progress towards customer adoption
- Working with customers to implement success programs and adoption strategies
- Ensuring customers become referenceable advocates for iManage brand
- 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.
- Serve as a customer segment expert for how the customer uses differing iManage solutions to achieve value and desired outcomes while tracking and assisting customer in SuccessPlays.
- Establishing risk mitigation plans for any customer deemed at risk.
- Lead by example by following agreed upon operational processes including maintaining documentation, involving key stakeholders in decisions, and using proper judgment when presenting change to the team.
iM Qualified Because I Have...
- 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
- 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
- Knowledge of CRM and ticketing tools
- An ability to work well independently and as part of a team
- A PMP certification
- Prior legal experience
About iManage
iManage combines artificial intelligence with content and email management to free, secure, and understand information. Over 3000 companies and 1 million users worldwide rely on our market-leading software to share and protect their most valuable data. Our work is not always easy but it is ambitious and rewarding.
So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. It’s how we find meaning in everything we do.
Whoever you are, whatever you do, however you work. Make it mean something at iManage.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
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