Manager of Client Success – eDiscovery

Our client, a leading software-as-a-service provider, is looking for a Manager of Client Success to join their Enterprise Group. The Manager of Client Success will manage a team responsible for creating a culture dedicated to account adoption. This individual will be responsible for focusing the team’s efforts on land-and-expand account growth in a portfolio of decentralized buying organizations. This dynamic leader will be an integral part of both providing and  coaching others to provide a unique blend of consulting, software expertise and project coordination. This Manager will oversee and safeguard the client relationship and ensure that clients invest deeply with the company, including partnering with the Sales, Professional Services, Product, Finance, and Training teams to unearth all possible avenues of success. The candidate will also have a customer-centric thought process with the ability to provide process improvement to the client experience. Having experience with e-discovery or other legal operations along with having previously worked in a SaaS organization providing professional services surrounding core software products is a plus. 

Please do not apply to this role if you do not have eDiscovery experience.

Job Summary
The Manager of Client Success is responsible for leading a client success team. With an insatiable appetite for industry domain, you will coach and manage a team to create a consistent client experience. This also includes supporting client escalations, partnering across company departments to up-level the client experience, and delivering on goals set by company leadership.

Job Responsibilities

  • Responsible for building out a proactive client success function with a clear focus on expanding account revenue by overseeing the broader experience
  • Manages a team with creating a culture dedicated to account adoption
  • Drives accountability across your team in running proactive client adoption plays such as encouraging client participation in training opportunities and promoting adoption through roadshows
  • Focuses the team’s efforts on land-and-expand account growth in a portfolio of decentralized buying organizations
  • Conducts role play scenarios and review call recordings designed to maintain brand messaging, account management, and upselling skills
  • Defines and executes processes and procedures to ensure quality and scalability of operations; manages the team to KPIs and data-driven approaches
  • Collaborates cross-functionally across the various internal functions including professional services, sales, and operations
  • Identifies experience issues from client feedback and assists in finding ways to improve our product and go-to-market processes
  • Serves as an escalation point for client challenges to ensure issues are quickly resolved within your team’s portfolio
  • Provides solutions to our clients by utilizing strong problem-solving skills with an analytical approach

Qualifications

  • Results focused Client Success leader with experience managing a team of over 8 customer focused team members
  • Experience driving revenue growth in a usage-based model
  • Excellent management and communication skills
  • Accountable to leading and lagging indicators related to revenue growth based on consistent and measurable performance management
  • Customer-centric thought process with the ability to provide process improvement
  • Technologically savvy
  • Experience improving customer satisfaction
  • Ability to thrive in a fast-paced environment
  • Proven track record of client success within a SaaS company

Preferred Qualifications

  • Have legal industry experience, including supporting clients in firms or legal departments
  • Supported both software and services organizations in a client success function
  • Help scope and prescribe systems to automate client success outreach and measurement functions within the Salesforce.com ecosystem

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