Company
Legal Data Intelligence
CustomerSuccessManager
“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
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