iManage
Customer Success Engineer
Customer Success - Chicago, IL - Full Time
We offer a flexible working policy that empowers iManage employees to balance work and well-being. We encourage two days per week in-office collaboration, offering opportunities to learn from peers in person, while also providing the flexibility needed for a meaningful work-life balance.
Being a Customer Success Engineer at iManage means…
You are responsible for being the trusted technical advisor throughout the iManage Cloud customer lifecycle to ensure customers receive maximum value from their subscription by proactively identifying and delivering technical outcomes. Using your iManage expertise, you will develop, improve, and share enablement materials in the form of Success Plays for customers and internal teams to drive customer’ desired business outcomes.
During the onboarding process, you will work closely with the customer’s implementation services provider by providing guidance and technical support through the migration and launch of our iManage Cloud.
After Cloud Launch, you will continue to build relationships with key customer and partner stakeholders and work with Customer Success, Product, Support, Engineering, Cloud Operations, Training, and Partner enablement to continue delivering value to the customer and executing programs to drive adoption through technical solutions and best practices.
Hear more from Customer Success Engineering Manager, Riley Phipps: “The iManage Customer Success Engineering team is made up of data nerds, coders, Cloud platform SMEs, technical writers, and project management specialists. We thrive in facing challenging problems without known solutions and bringing customers to their desired business outcomes through technical solutions to complex problems.”
iM Responsible For…
- Building and maintaining strong working relationships with colleagues in our partner organizations as well as our internal Sales, Cloud Operations, Customer Success, Product Management, Professional Services, Support, and Partner Enablement teams to cultivate cooperation in customer activities.
- Building trust with our customers by being a technical advisor throughout their cloud journey - from onboarding and adoption to growth and expansion.
- Assisting our implementation partners and customer support inquiries during onboarding phase to ensure a successful launch.
- Working with the Customer Success team to guide customers to increase customer confidence in iManage solutions and achieve technical business outcomes by relating customers’ desired business outcomes to iManage solutions.
- Creation of technical Success Engagements, sessions providing best practice recommendations and high-level advisory, with delivery through variety of media.
- Maintaining a working knowledge of current and trending technologies both internally and within the industry, and their applicability to the iManage ecosystem.
- Providing feedback on product usage based on data analysis, features requested from customers to R&D to influence future roadmap direction.
- Act as a customer advocate interfacing with relevant internal and external teams and SMEs to reach solutions.
- Sharing knowledge and best practices with internal and external teams at events, webinars, and in technical documentation.
- Analyzing customer insight data to influence proactive customer success health.
- Bachelor’s or Master’s degree with technical, business, or analytics focus.
- 2+ years experienced in Customer Support, Customer Success, or Technical Consulting roles.
- Ability to facilitate technical calls with variety of stakeholders that range from System Administrators to CIOs.
- Creative problem-solving skills when faced with new and emerging problems.
- Strong written technical communication skills.
- Understanding the customer lifecycle with a SaaS system including discovery and design, migration methodologies, change management, and training and adoption strategies at global scale.
- Curiosity to learn and explore new technologies.
- Experience in analyzing large data sets to drive objective business & technical decisions.
- Ability to create structure in ambiguous situations and design effective processes.
- High level of resourcefulness to be able to independently seek out resolutions.
- A working knowledge of iManage products.
- Experience in data analytic tools such as Splunk, PowerBI, Kibana to inform objective decision making.
- Understanding of Customer Success methodologies.
- Experience with scripting languages such as Python, PowerShell, etc.
- Worked with a REST API.
iM Getting To…
- Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
- Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
- Own my career path with our internal development framework. Ask us more about this!
- Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
- Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
- Enjoy flexible work hours that empower me to balance personal time with professional commitments.
- Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
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.
- Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- Having multiple company wellness days each year to prioritize mental health and well-being.
- Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.
The overall US annual base salary range for this position is $80,000–$111,000. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.
iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.
About iManage…
At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of 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 embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on 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/
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