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Senior Enterprise Engagement Manager (Customer Success), Greater London
Client: iManage
Location: Greater London, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference:
62acb5335777
Job Views:
5
Posted:
03.03.2025
Expiry Date:
17.04.2025
Job Description:
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.
You are responsible for working with the iManage enterprise customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes, ensuring retention. This role is responsible for creating and improving customer interactions and achieving outcomes for all products and services to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as the iManage Account Executive, Channel, Product and key executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes, while coordinating iManage activities and serving as an advocate for the customer in support of customer preservation.
Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.
iM Responsible For...
* Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy.
* Create and enforce plans that will help meet the needs of customers, working diligently to resolve customer blockers.
* Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
* Design, develop and optimize customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
* Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal.
* Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs.
* Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
* Conducting and leading Executive Business Calls, Quarterly Business Reviews with our 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 the appropriate resources are engaged to address specific obstacles impeding a customer's 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 to drive best practices throughout the customer lifecycle.
* Understanding competition and staying ahead of the curve.
* 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.
* Ability to create structure in ambiguous situations and design effective processes.
* High level of resourcefulness to be able to independently seek out resolutions.
Bonus Points Because I Have...
* A working knowledge of iManage products and solutions.
* Used Totango, SalesForce and ticketing systems.
* An ability to work well independently and as part of a team.
* A PMP or ITIL certification.
* Experience implementing enterprise cloud and/or security platform solutions.
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.
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