Remote Senior Customer Success Manager - ediscovery Job at Relativity, Remote

dHNjZTByaEpqbVNzZW03UHgyMHQ3OFFD
  • Relativity
  • Remote

Job Description

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team guides overall value and product adoption based on the customer’s individual requirements and segment best practices. The team works with Sales to understand account health and to identify any product or contract retention risks. The Senior Customer Success Manager understands the goals and needs of our customers. You will create annual account plans to document and provide both customer and Relativity goals for each specific customer. You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include: introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.

At this time, we are seeking a candidate in the Sydney, Melbourne, or Brisbane areas.

Job Description and Requirements

Your Role in Action

  • Create Shared Value
  • Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.
  • Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
  • Plan and deliver Executive Business Reviews to align with account and Relativity leadership on achieved and targeted ROI
  • Represent the customer’s voice back to Relativity, proactively utilizing “feedback loop” processes to foster a company-wide culture of customer success
  • Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-sell opportunities
  • Mentor and support junior team members
  • Innovate New Success Motions
  • Work with Customer Success leadership teams to help build new offerings and playbooks.
  • Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers
  • Orchestrate Across Departments
  • 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

Your Skills 

  • 7 years of customer-facing support in the software industry
  • 5 years of litigation support experience (Relativity Administrator experience preferred) 
  • 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
  • Robust consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth

Jobicy job ID: 119129

Job Tags

Remote job, Full time, Contract work,

Similar Jobs

Lensa

VP of Finance Job at Lensa

 ...reliable, and sustainable mobility solutions. About The Role We are seeking a strategic and hands-on Vice President of Corporate Finance to lead the financial management, control, and performance functions for Transdev U.S. Reporting to the CFO, this role plays a... 

LawnStarter

Paid Search Marketing Manager Job at LawnStarter

 ...Paid Search Marketing Manager Were currently hiring a Paid Search Marketing Manager to join our growing remote team. Lead high-scale...  ...responsible for managing, optimizing, and growing our search engine marketing (SEM) campaigns across Google Ads, Bing Ads, and other... 

Sysco

Diesel Fleet Mechanic Technician III Job at Sysco

 ...algorithmic and provided for generalized comparison. Factors that may be used to determine rate of pay include specific skills, work location, work experience and other individualized factors.Bonus Percentage:OVERVIEW:We offer our colleagues the opportunity to grow... 

Planetly

Support Analyst - Join Our Talent Community Job at Planetly

 ...for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to ****@*****.*** . Our Commitment... 

Affiliated Engineers, Inc.

MEP Technology Services Designer | Revit & Navisworks Job at Affiliated Engineers, Inc.

 ...to innovative energy-efficient building solutions. The ideal candidate has 5+ years of experience in MEP consultancy, proficiency in Revit MEP and AutoCAD, and certifications like RCDD or CTS. This role offers a flexible, collaborative environment and a competitive...