Strategic Customer Success Lead

6 days ago

London, Greater London, United Kingdom iManage Full time

About the Role

iManage is seeking a highly skilled and experienced Senior Enterprise Engagement Manager to join our team. As a key member of our customer success organization, you will be responsible for working with our enterprise customer base to ensure they are obtaining maximum value from their subscription.

Key Responsibilities

  • Develop and execute customer success plans to drive retention and growth
  • Build and maintain strong relationships with key customer stakeholders
  • Collaborate with cross-functional teams to deliver customer outcomes
  • Conduct regular business reviews and success feedback sessions
  • Design and implement customer adoption and loyalty strategies
  • Establish a communication cadence with strategic customers to add value and proactively discuss business needs
  • Serve as a trusted central point of contact for customers and bring in experts as needed
  • Plan and lead initiatives to improve overall customer success and satisfaction
  • Conduct executive business calls and quarterly business reviews with strategic customers
  • Work with customers and channel to implement success programs and provide success plays
  • Act as an internal advocate between customers and business functions to ensure the appropriate resources are engaged
  • Build and maintain strong working relationships with colleagues in sales, channel, support, product management, and partner enablement
  • Gain and leverage account intelligence and trends to drive best practices throughout the customer lifecycle

Requirements

  • Bachelor's degree in Business, Business Administration, Information Management, or equivalent
  • Minimum 10+ years' experience in management consulting, relationship management, or customer success in a SaaS environment
  • Legal and corporate/finance industry knowledge
  • 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 independently seek out resolutions

Preferred Qualifications

  • Working knowledge of iManage products and solutions
  • Experience with Totango, Salesforce, and ticketing systems
  • PMP or ITIL certification
  • Experience implementing enterprise cloud and/or security platform solutions

About iManage

iManage is a leading provider of cloud-based software solutions for the legal and corporate markets. We are committed to delivering innovative solutions that help our customers achieve their goals and succeed in their industries.

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