Customer Success Manager
3 weeks ago
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.
As a part of the newly created Standard Customer Success team, you are responsible for leveraging our pooled customer success model to maximize adoption and help cloud customers achieve their desired business outcomes. You will apply your blend of customer-facing communication and operations skills to maintain a one-to-many relationship with our cloud customers, identify opportunities to provide value at scale from post-sale through the entirety of their lifecycle, and provide feedback to internal teams on how to continue improving the customer experience using data-driven insights. You will be passionate about learning about our customers, our solutions, and being a part of a team.
iM Responsible For...
- Collaborating with the global Customer Success team to identify, design, and implement automated proactive customer touchpoints.
- Monitoring the Standard Customer Success queue and responding to incoming customer inquiries according to SLAs.
- Working with internal teams to generate self-service user collateral.
- Maintaining detailed and accurate documentation across different platforms.
- Liasing between customers and business functions (e.g. support, product management, professional services, training) to engage the appropriate resources to increase customer adoption, including settling escalations.
- Building and maintaining strong working relationships with colleagues in sales, partner organizations, support, product management and partner enablement to cultivate cooperation in customer activities.
- Understanding how our customer segments use iManage solutions to achieve value and desired outcomes.
- Analyzing data for insights to provide back to the organization.
- Effectively managing multiple communication channels.
- Creating customer advocates.
iM Qualified Because I have...
- A Bachelor's Degree in Business, Business Administration, Information Management, or the equivalent.
- A minimum of 5 Years' experience in Customer Success in a SaaS environment.
- Excellent business communication, organization, and project management skills.
- A passion for creating and adhering to scalable workflows.
- An ability to create structure in ambiguous situations.
- A high level of resourcefulness to be able to independently seek out resolutions.
- A self-starter attitude and the ability to work with little supervision.
Bonus Points Because I have...
- A working knowledge of iManage products
- Used Totango and Zendesk
- An ability to work well independently and as part of a team
- Experience working in a law firm or corporate legal team
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 on industry data.
- Rewarding me with an annual performance-based bonus.
- Offering comprehensive Private Health Plan, and Superannuation.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.
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