Enterprise Engagement Lead

2 weeks ago

London, Greater London, United Kingdom iManage Full time

About iManage


We are a leading SaaS company that provides innovative solutions to support the growth and success of our customers.



Job Description


The Senior Enterprise Engagement Manager will play a critical role in working with our enterprise customer base to ensure they are achieving maximum value from their subscription. This includes identifying and delivering business outcomes, ensuring retention, and creating effective customer interactions.


This position requires strong relationship-building skills, excellent communication abilities, and a deep understanding of customer needs and preferences. The ideal candidate will be able to work independently and collaboratively as part of a team, providing advisory guidance to field-facing teams, and coordinating activities to drive customer satisfaction and loyalty.



Key Responsibilities


Some key responsibilities of this role include:



  • Managing a strategic portfolio of assigned customers, addressing feedback, outcomes, and product questions while owning customer retention and advocacy.
  • Creating and enforcing plans to meet customer needs, diligently resolving blockers, and understanding customer outcomes through direct conversations, metrics analysis, and success feedback sessions.
  • Designing, developing, and optimizing customer adoption, loyalty, communication, and engagement strategies to increase retention and reduce churn.
  • Establishing a communication cadence with strategic customers to add value, discuss business needs, and identify risks to subscription renewal.
  • Serving as a trusted central point of contact for customers and bringing in experts as needed to meet strategic customer needs.
  • Planning and leading initiatives to improve overall customer success and satisfaction during a customer's journey with iManage.
  • Conducting and leading Executive Business Calls and Quarterly Business Reviews with strategic customers to monitor progress towards customer outcomes achievement.
  • Working with customers and Channel to implement success programs and provide success plays.
  • Acting as an internal advocate between customers and business functions (e.g., Support, Product Management, Professional Services, Training) to ensure resources are engaged to address specific obstacles impeding customer adoption.
  • Building and maintaining strong working relationships with colleagues in Sales, Channel, Support, Product Management, and Partner Enablement to cultivate cooperation in customer activities.
  • Gaining and leveraging account intelligence, trends, and best practices throughout the customer lifecycle.


Requirements


To succeed in this role, you will need:



  • A Bachelor's Degree in Business, Business Administration, Information Management, or the equivalent.
  • A minimum of 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.
  • An ability to create structure in ambiguous situations and design effective processes.
  • A high level of resourcefulness to independently seek out resolutions.


Bonus Points


The following qualifications would be advantageous:



  • A working knowledge of iManage products and solutions.
  • Experience using Totango, SalesForce, and ticketing systems.
  • An ability to work well independently and as part of a team.
  • PMP or ITIL certification.
  • Experience implementing enterprise cloud and/or security platform solutions.


About the Role


This is an exciting opportunity to join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. You will have flexible work hours, collaborate in a modern open-plan workspace, focus on impactful work, and own your career path with our internal development framework. We also offer unlimited courses in LinkedIn Learning and provide a market-competitive salary of $120,000 - $150,000 per year, based on location and experience, plus benefits including enhanced parental leave, pension matching, BUPA private medical insurance, Group life cover, and regular wellness days.

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