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Being a Senior Enterprise Engagement Manager at iManage means…
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...
1. 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.
2. Create and enforce plans that will help meet the needs of customers, working diligently to resolve customer blockers.
3. Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
4. Design, develop and optimize customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
5. Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal.
6. Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs.
7. Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
8. Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
9. Working with customers and Channel to implement success programs and provide success plays.
10. 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.
11. Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities.
12. Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle.
13. Understanding competition and staying ahead of the curve.
iM Qualified Because I Have...
14. A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
15. A minimum of 10+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
16. Legal and Corporate / Finance Industry Knowledge
17. Excellent business communication, organizational and project management skills
18. Strong computer skills
19. Ability to create structure in ambiguous situations and design effective processes
20. High level of resourcefulness to be able to independently seek out resolutions
Bonus Points Because I Have...
21. A working knowledge of iManage products and solutions
22. Used Totango, SalesForce and ticketing systems
23. An ability to work well independently and as part of a team
24. A PMP or ITIL certification
25. Experience implementing enterprise cloud and/or security platform solutions
iM Getting To…
26. Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
27. Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
28. Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
29. Focus on impactful work, solving complex, real challenges utilising the latest technologies and protocols.
30. Own my career path with our internal development framework. Ask us more about this!
31. Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
32. Join an innovative, industry leading SaaS company that is continuing to grow & scale!
iManage is Supporting Me By…
33. Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
34. Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
35. Rewarding me with an annual performance-based bonus.
36. Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
37. Matching my pension contribution (up to 6%)
38. Offering BUPA private medical insurance & a Simplyhealth cash plan to help with the everyday costs.
39. Providing Group life cover (including life insurance, income protection and critical illness protection).
40. Encouraging me to take time off with 25 days annual leave, bank holidays, and other life events
41. 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.