Customer Success Manager

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 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 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...

• 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.

• Supporting the customer onboarding and adoption stage by understanding and consistently validating customer outcomes through appropriate customer engagements, analyzing customer health metrics, and conducting NPS feedback sessions.

• Establishing a communication cadence with customers 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 my customer’s needs.

• 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.

• 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 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

• 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 corporate legal team

About iManage...  

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.    

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; 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. 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. 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   

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