Customer Success Manager
Ever.Ag
Senior Customer Success Manager, Service Provider
Relativity
full-time
Posted on:
Origin: • 🇺🇸 United States • Idaho, Illinois, Kansas, Kentucky
Visit company websiteSalary
💰 $82,000 - $124,000 per year
Job Level
Senior
About the role
- Develop trusted-advisor relationships to drive success with our largest, most complex partners in our Service Provider segment.
- Consult with each partner to align on ROI opportunities and utilization blockers each quarter.
- Build Success Plans with Account Executive and Technical Account Manager to ensure ROI from RelativityOne subscriptions and identify and record “Verified Outcomes”.
- Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI.
- Regularly analyze customer usage and account health to reduce renewal risk, prevent product churn, and identify potential up-sell opportunities.
- Project manage complex plans, such as onboarding new products across geographies or enabling account success with non-standard use cases.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.
- Pilot and propose new repeatable playbooks and best practices based on customer trends and identified ROI opportunities.
Requirements
- 7 years of customer-facing support in the software industry
- 5 years of litigation support experience (Relativity Administrator experience preferred)
- Due to the complexities of this team, we are seeking a candidate with ediscovery or legal technology experience
- Expertise managing key accounts in a customer-facing role
- Experience in the software technology sector
- Proven success independently managing complex projects
- Excellent business writing and presentation skills
- Enjoy working as part of a team in a collaborative environment
- Enthusiasm to continuously innovate in service of our partners and be a change agent within the business
