Client Success Manager

Role Summary

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.

Responsibilities

• Manage a portfolio of strategic accounts, with a focus on driving adoption, increasing client satisfaction, and supporting retention and growth
• Responsible for client transition from Implementation to Client Success including project managing and executing on any remaining site configurations
• Develop and execute on client specific adoption plans designed to increase and expand user adoption of the OnePlace platform
• Responsible for proactive client engagement including end-user training, platform configuration and best practice reviews, and adoption health checks
• Execute on platform configuration requests, identifying opportunities to drive adoption through working sessions
• Collaborate 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 points
• Become an expert on the OnePlace product and related services
• Based on account needs, travel to client locations may be necessary when permitted

Requirements

• 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 firm
• Bachelor’s degree or related experience
• Experience with account management or sales software, such as Salesforce
• Strong Excel skills and competency with Windows OS and Microsoft Office suite required
• Strong written and verbal communication skills, with the ability to work effectively in partnership with clients
• Analytical and process-oriented mindset
• Self-motivated, strong work ethic, and a “get it done” mentality
• Willingness to roll-up up your sleeves to get the job done while contributing to the overall success of the company
• Strong organizational skills and effective planning skills
• Experience with SaaS (cloud based) software deployments

Bonus if you have

• Deep understanding of financial modeling, reporting and analysis
• Excel expertise (advanced Lookup functionality and structuring of pivot tables)

Benefits

• Competitive compensation
• Challenging and rewarding work
• Generous benefits package
• An incredible team of smart people to work with