LawVu

Senior Customer Success Manager

LawVu

full-time

Posted on:

Location Type: Remote

Location: New Zealand

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Job Level

Senior

About the role

  • Initialising and onboarding new customers
  • Communicate with clients to understand their objectives, requirements, internal workflows and ways of working.
  • Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan.
  • Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.
  • Guiding and nurturing existing customers
  • Identify and coach system champions to become experts; training their own teams.
  • Run train-the-trainer style sessions, remotely and on-site when required.
  • Proactively manage your own portfolio of accounts, prioritising check-ins, reviews and renewals based on their stage in adoption and health score.
  • Prepare and educate customers on new features, releases and product concepts.
  • Identify customers at risk of churn and develop strategies for retention and to grow adoption.
  • Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients’ Time to First Value (TTFV).

Requirements

  • 5 + years previous experience in an implementation, account management or customer success role
  • Track record of upsell and client growth achievement
  • Strong project management skills and experience
  • Good knowledge and understanding of the legal industry
  • Strong time management and organisational skills, and the ability to multitask
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills
Benefits
  • Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare.. the list goes on!
  • Health insurance cover
  • Extended paid parental leave
  • Extra paid day off on your birthday
  • Share options so you can have a piece of the pie
  • Home office allowance set up for remote employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementaccount managementcustomer success
Soft Skills
communicationnegotiationpresentationtime managementorganizational skillsmultitaskinglistening