As a part of the newly created Standard Customer Success team, you are responsible for leveraging our pooled customer success model to maximize adoption and help cloud customers achieve their desired business outcomes. You will apply your blend of customer-facing communication and operations skills to maintain a one-to-many relationship with our cloud customers, identify opportunities to provide value at scale from post-sale through the entirety of their lifecycle, and provide feedback to internal teams on how to continue improving the customer experience using data-driven insights. You will be passionate about learning about our customers, our solutions, and being a part of a team.
- Collaborating with the global Customer Success team to identify, design, and implement automated proactive customer touchpoints.
- Monitoring the Standard Customer Success queue and responding to incoming customer inquiries according to SLAs.
- Working with internal teams to generate self-service user collateral.
- Maintaining detailed and accurate documentation across different platforms.
- Liasing between customers and business functions (e.g. support, product management, professional services, training) to engage the appropriate resources to increase customer adoption, including settling escalations.
- Building and maintaining strong working relationships with colleagues in sales, partner organizations, support, product management and partner enablement to cultivate cooperation in customer activities.
- Understanding how our customer segments use iManage solutions to achieve value and desired outcomes.
- Analyzing data for insights to provide back to the organization.
- Effectively managing multiple communication channels.
- Creating customer advocates.
- A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent.
- A minimum of 5 Years’ experience in Customer Success in a SaaS environment.
- Excellent business communication, organization, and project management skills.
- A passion for creating and adhering to scalable workflows.
- An ability to create structure in ambiguous situations.
- A high level of resourcefulness to be able to independently seek out resolutions.
- A self-starter attitude and the ability to work with little supervision.
- A working knowledge of iManage products
- Used Totango and Zendesk
- An ability to work well independently and as part of a team
- Experience working in a law firm or corporate legal team
- Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
- Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
- Rewarding me with an annual performance-based bonus.
- Offering comprehensive Private Health Plan, and Superannuation.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more.
iManage is dedicated to Making Knowledge WorkTM. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.
We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy, but it is ambitious and rewarding.
So, we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.
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What the Team is Saying
What We Do
iManage is dedicated to Making Knowledge Work. Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover & activate the knowledge that exists inside their business content and communications. We are continuously innovating to solve the most complex professional challenges & enable better business outcomes.
Our work is not always easy but it is ambitious & rewarding.
We are a people-first company where our employee's wellbeing is our #1 priority! That’s why we offer generous paid time off, private benefit packages that include Health/Vision/Dental/Life, plus our employee assistance program (EAP) and HealthyMinds app to support your mental health and wellbeing.
We realize that work is more than just a paycheck; it’s an important part of living and growing. We strive to have a positive impact on families and a commitment to creating an organization where everyone can thrive.
We’re on a mission to foster an environment where everyone makes progress, innovates, and comes together as part of a best-in-class workplace. Everyone at iManage plays an important part in achieving our vivid future.
Why Work With Us
We’re looking for people who love a challenge. People who are happiest when they’re working hard, solving problems, and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible.
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iManage Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We provide flexibility for our employees to have a meaningful work-life balance as remote workers, & an option to work from 1 of 7 global office
