iManage
Customer Success Manager
Customer Success - London, United Kingdom - Full Time
We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organisation, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more.
Being a Customer Success Manager at iManage Means…
As a part of the newly created Standard Customer Success team, you are responsible for leveraging our pooled customer success model to maximize adoption and help cloud customers achieve their desired business outcomes. You will apply your blend of customer-facing communication and operations skills to maintain a one-to-many relationship with our cloud customers, identify opportunities to provide value at scale from post-sale through the entirety of their lifecycle, and provide feedback to internal teams on how to continue improving the customer experience using data-driven insights. You will be passionate about learning about our customers, our solutions, and being a part of a team.
iM Responsible For…
iM Qualified Because I Have…
Don't meet every qualification listed above? Studies show that women and people of colour are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!
iM Getting To…
iManage Is Supporting Me By…
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.
iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
#LI-DL1
#LI-Hybrid
Being a Customer Success Manager at iManage Means…
As a part of the newly created Standard Customer Success team, you are responsible for leveraging our pooled customer success model to maximize adoption and help cloud customers achieve their desired business outcomes. You will apply your blend of customer-facing communication and operations skills to maintain a one-to-many relationship with our cloud customers, identify opportunities to provide value at scale from post-sale through the entirety of their lifecycle, and provide feedback to internal teams on how to continue improving the customer experience using data-driven insights. You will be passionate about learning about our customers, our solutions, and being a part of a team.
iM Responsible For…
- Collaborating with the global Customer Success team to identify, design, and implement automated proactive customer touchpoints.
- Monitoring the Standard Customer Success queue and responding to incoming customer inquiries according to SLAs.
- Working with internal teams to generate self-service user collateral.
- Maintaining detailed and accurate documentation across different platforms.
- Liasing between customers and business functions (e.g. support, product management, professional services, training) to engage the appropriate resources to increase customer adoption, including settling escalations.
- Building and maintaining strong working relationships with colleagues in sales, partner organizations, support, product management and partner enablement to cultivate cooperation in customer activities.
- Understanding how our customer segments use iManage solutions to achieve value and desired outcomes.
- Analyzing data for insights to provide back to the organization.
- Effectively managing multiple communication channels.
- Creating customer advocates.
iM Qualified Because I Have…
- A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent.
- A minimum of 5 Years’ experience in Customer Success in a SaaS environment.
- Excellent business communication, organization, and project management skills.
- A passion for creating and adhering to scalable workflows.
- An ability to create structure in ambiguous situations.
- A high level of resourcefulness to be able to independently seek out resolutions.
- A self-starter attitude and the ability to work with little supervision.
- A working knowledge of iManage products
- Used Totango and Zendesk
- An ability to work well independently and as part of a team
- Experience working in a law firm or corporate legal team
Don't meet every qualification listed above? Studies show that women and people of colour are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!
iM Getting To…
- Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
- Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
- Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
- Focus on impactful work, solving complex, real challenges utilising the latest technologies and protocols.
- Own my career path with our internal development framework. Ask us more about this!
- Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
- Join an innovative, industry leading SaaS company that is continuing to grow & scale!
iManage Is Supporting Me By…
- Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
- Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
- Rewarding me with an annual performance-based bonus.
- Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
- Matching my pension contribution (up to 6%)
- Offering BUPA private medical insurance & a Simplyhealth cash plan to help with the everyday costs.
- Providing Group life cover (including life insurance, income protection and critical illness protection).
- Encouraging me to take time off with 25 days annual leave, bank holidays, and other life events
- Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.
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.
iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Learn more at: www.imanage.com
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/
#LI-DL1
#LI-Hybrid
