What are the responsibilities and job description for the Customer Succes Manager position at 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 flexible work arrangements?
The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.
Your Role in Action - Drive Customer Success
- Develop trusted-advisor relationships with our Law Firm accounts to understand their goals and align them with the value proposition of our Relativity suite of products.
- Consult with each account on return on investment (ROI) opportunities and utilization blockers, and collaboratively build success plans to ensure their desired outcomes are achieved.
- Coordinate with cross-functional teams to execute the Success Plans, monitor progress, and address any challenges.
- Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.
- Create Shared Value
- Understand the ROI expectations of our Law Firm accounts and collaborate with Account Executives to build success plans that deliver on these expectations.
- Identify and record"Verified Outcomes" (wins) when ROI is confirmed by the account.
- Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success.
- Regularly analyze customer usage and account health to mitigate renewal risks, reduce product churn, and identify up-sell opportunities.
- Orchestrate Across Departments
- Project manage complex plans, such as new product configurations and onboardings.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.
- 3 years of customer-facing support in the software industry
- Expertise managing accounts in a customer-facing role.
- Experience in the software technology sector
- Ability to address tactical issues while maintaining a long-term strategic vision.
- Excellent business writing and presentation skills
- Strong team player with the ability to thrive in a collaborative environment.
- Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions.
- #LI-Remote
Relativity is a diverse workplace 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.
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
Long-term incentive 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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