Company
Legal Data Intelligence
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager. Skills: Customer Success Management, Account Management, Relationship Management, Strategic Planning. Develop trusted-advisor relationships with EMEA accounts. Understand customer goals and align them with the value proposition of Relativity products”
What You'll Achieve.
Drive customer success; Create shared value; Achieve desired outcomes; Mitigate renewal risks; Reduce product churn; Identify up-sell opportunities; Achieve targeted ROI
Industry & Context.
Ability to identify pain points in customer business processes and provide effective solutions
What They're Looking For.
Must Have
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, Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions
Nice to Have
Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery
What You'll Do.
Develop trusted-advisor relationships with EMEA accounts
Understand customer goals and align them with the value proposition of Relativity products
Consult with accounts on ROI opportunities and utilization blockers
Build success plans to ensure desired outcomes are achieved
Coordinate with cross-functional teams to execute Success Plans
Monitor progress and address challenges
Conduct Annual Business Reviews
Analyze customer usage and account health
Project manage complex plans
Engage accounts with Relativity subject matter experts and executives
How You'll Work.
Team & Collaboration
Coordinate with cross-functional teams to execute Success Plans; Act as the voice of the customer within the company; Engage accounts with Relativity subject matter experts and executives to build deep, multi-threaded engagements
Communication Scope
Excellent business writing and presentation skills
Process & Methodology
Project manage complex plans, such as onboarding new products across geographies
Full Job Description
__**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 R
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