Customer Success Manager
Skills
About the role
Posting Type
Hybrid
Job Overview
The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.
As an EMEA Customer Success Manager you will develop trusted-advisor relationships to drive success with our customers across Europe, Middle East and Africa. You will consult with customers to align on ROI opportunities and utilisation blockers. You will coordinate with teams across the business to achieve these goals and create cross-organisational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.
Job Description And Requirements
Your Role in Action
Drive Customer Success
Develop trusted-advisor relationships with our EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite of products.
Consult with each account on return on investment (ROI) opportunities and utilisation blockers, and collaboratively build success plans to ensure their desired outcomes are achieved.
Coordinate with cross-functional teams to execute the Success Plans, monitor progress, and address any challenges.
Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.
Create Shared Value
Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved
Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success
Regularly analyse customer usage and account health to mitigate renewal risks, reduce product churn, and identify up-sell opportunities
Orchestrate Across Departments
Project manage complex plans, such as onboarding new products across geographies.
Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements
Your Skills
4+ years of customer-facing support in the Legal Data Intelligence industry
Expertise managing accounts in a customer-facing role
Experience in the software technology sector
Ability to address tactical issues while maintaining a long-term strategic vision
Excellent business writing and presentation skills
Strong team player with the ability to thrive in a collaborative environment
Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions.
Benefit Highlights
Comprehensive health, dental, and vision plans
Parental leave for primary and secondary caregivers
Two, week-long company breaks per year
Additional time off
Long-term incentive program
Suggested Skills
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery
Questions about this role
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