Customer Success Manager

5 months ago

Sydney, Australia iManage Full time

This is a remote position. We are a global team that leverages the latest technology to communicate with our colleagues across the globe. When it’s safe to do so, there may be times in which this role would be required to travel to a local office for in-person collaborations with your team._

**Being a Customer Success Manager at iManage means**

You are responsible for working with the iManage Cloud customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes. This role is responsible for improving customer interactions and achieving outcomes for all products and services in order to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as Sales, Channels and Alliances, Product Managementand key Executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes while coordinating iManage activities and being an advocate for the customer in support of customer preservation.

Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.

**iM Responsible For**
- 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.

**iM Qualified Because I Have**
- A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
- A minimum of 2-5+ 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

**iM Getting to**
- Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
- Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
- Collaborate in a modern open-plan workspace, focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
- Own my career path with our internal development framework. Ask us more about this
- Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
- Join an innovative, industry-leading SaaS company that is continuing to grow & scale

**iManage Is Supporting Me By...**
- Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
- Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based o

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