Customer Success Manager
1 month ago
This is a remote position that requires a global mindset and the ability to leverage technology to communicate with colleagues across the globe. When 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.
Key Responsibilities- Collaborate with the global Customer Success team to identify, design, and implement automated proactive customer touchpoints.
- Monitor the Standard Customer Success queue and respond to incoming customer inquiries according to SLAs.
- Work with internal teams to generate self-service user collateral.
- Maintain detailed and accurate documentation across different platforms.
- Liaise between customers and business functions to engage the appropriate resources to increase customer adoption, including settling escalations.
- Build and maintain strong working relationships with colleagues in sales, partner organizations, support, product management, and partner enablement to cultivate cooperation in customer activities.
- Understand how our customer segments use iManage solutions to achieve value and desired outcomes.
- Analyze data for insights to provide back to the organization.
- Effectively manage multiple communication channels.
- Create customer advocates.
- 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.
- 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 committed to creating an inclusive environment where you can help shape the culture not just by fitting in, but by adding to it. We offer a market-competitive salary, an annual performance-based bonus, comprehensive Private Health Plan, and Superannuation. We also grant enhanced leave for expecting parents and provide a flexible time off policy to take the time off that you need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset. We care for your 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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