About this role
Client Success Manager
London
We are looking to hire a Client Success Manager to focus on our OnePlace for Marketing and Business Development tools, used by a growing number of top tier law and other professional service firms.
As a Client Success Manager, you will be a key partner in increasing client adoption, expanding client relationships and helping to grow incremental business. While managing a book of business focused on maximizing client value, you will be expected to develop a thorough understanding of client objectives and success metrics to drive tailored solutions that will ultimately increase adoption and retention.
You will work closely with the Account Management team, helping to streamline our partnership with them, and to ensure a seamless experience with Intapp for the client.
What you’ll do:
Manage a portfolio of strategic accounts, with a focus on driving adoption, increasing client satisfaction, and supporting retention and growthResponsible for client transition from Implementation to Client Success including project managing and executing on any remaining site configurationsDevelop and execute on client specific adoption plans designed to increase and expand user adoption of the OnePlace platformResponsible for proactive client engagement including end-user training, platform configuration and best practice reviews, and adoption health checksExecute on platform configuration requests, identifying opportunities to drive adoption through working sessionsCollaborate with other internal departments (e.g. product development, support, training, and implementation), on new releases impacting the client and operational readiness; including providing input on potential enhancements and identifying current pain pointsBecome an expert on the OnePlace product and related servicesBased on account needs, travel to client locations may be necessary when permitted
What you'll get:
Competitive compensationChallenging and rewarding workGenerous benefits packageAn incredible team of smart people to work with
What you’ll need:
3+ years experience in customer success, account management or providing technical support or training within a law firm with experience of supporting CRM systems ( such as InterAction, Elite Contact Manager, Peppermint, OnePlace Salesforce)Knowledgeable on/experienced with legal marketing or business development within law firmBachelor’s degree or related experienceExperience with account management or sales software, such as SalesforceStrong Excel skills and competency with Windows OS and Microsoft Office suite requiredStrong written and verbal communication skills, with the ability to work effectively in partnership with clientsAnalytical and process-oriented mindsetSelf-motivated, strong work ethic, and a “get it done” mentalityWillingness to roll-up up your sleeves to get the job done while contributing to the overall success of the companyStrong organizational skills and effective planning skillsExperience with SaaS (cloud based) software deployments
Bonus if you have:
Deep understanding of financial modeling, reporting and analysisExcel expertise (advanced Lookup functionality and structuring of pivot tables)#LI-NL1