Senior Customer Success Manager 21-0717

Relativity

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?

The Customer Success Management Team proactively supports our customers in meeting their goals using the Relativity suite of products. The team is accountable for driving overall value and product adoption based on the customer’s individual requirements and segment best practices. The team works closely with Sales to understand account health and to identify any product or contract retention risks and, when necessary,  pulls in necessary Relativity resources to address.

The Senior Customer Success Manager is responsible for understanding the business goals and needs of our most complex and strategic accounts. He/She creates annual account plans to document and deliver both customer and Relativity goals for each specific customer. This might include (but not limited to): onboarding new products, introducing new features, overseeing the upgrade process, ensuring the resolution of customer issues, facilitating strategic discussions around alternate uses of Relativity.

The Senior Customer Success Manager will also be responsible for coordinating with Relativity Solutions, Sales, and Product Management to establish and deliver best practices based on customer trends and us

 

Role Responsibilities

 

  • Understand customer usage and account health to proactively mitigate any renewal risk or product churn
  • Identify end-user challenges or requests and proactively connect the customer with Relativity SMEs
  • Coordinate closely with Account Executives for his/her accounts
  • Work with Account Executives to build and execute annual Success Plans for his/her accounts
  • Work with Customer Success leadership teams to help build new offerings and playbooks
  • Analyze data to identify trends and trigger opportunities to drive adoption with the customer
  • Assist with the implementation of processes and technology to better anticipate and identify customer issues
  • Help develop standards and best practices  by product and customer segment
  • Identify potential up-sell opportunities within current accounts
  • Provide oversight to complex initiatives, such as new product configuration/on-boarding, upgrades, etc.
  • Plan and participate in customer meetings, including Executive Business Reviews
  • Interface closely with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
  • Mentor and support more junior team members
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    Minimum Qualifications

     

  • 7 years of customer-facing support in the software industry
  • 5 years of eDiscovery and/or litigation support experience
  • Expertise managing large, complex accounts in a customer-facing role
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains, and recognizes opportunities provide the best possible solutions
  • Drives collaboration across departments and functions to facilitate issue resolution
  • Strong organizational skills
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional communication skills
  • Experience in the software technology sector
  • Enjoys working as part of a team in a collaborative environment
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    Preferred Qualifications

     

  • RCA certification preferred
  • #LI-Remote
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    Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.
    So, please come as you are. We can’t wait to meet you
    Benefit Highlights:
    Comprehensive health, dental, and vision plans
    Parental leave for primary and secondary caregivers
    Flexible work arrangements
    Two, week-long company breaks per year
    Unlimited time off
    Equity program
    Training investment program
    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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