Senior Enterprise Engagement Manager (Customer Success)

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organisation, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more.

You are responsible for working with the iManage enterprise customer base to ensure the customer is obtaining value from their subscription by identifying and delivering customer business outcomes, ensuring retention. This role is responsible for creating and improving customer interactions and achieving outcomes for all products and services to ensure the highest possible loyalty and satisfaction. You will be working closely with field facing teams such as the iManage Account Executive, Channel, Product and key executive customer stakeholders by providing advisory and guidance for achieving customer desired outcomes, while coordinating iManage activities and serving as an advocate for the customer in support of customer preservation.

Supporting the full customer lifecycle, you will continue to build strong relationships demonstrating accountability, authenticity and adaptability with key customer and channel stakeholders and work with Product, Support, Engineering, Cloud Services, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive value and adoption of the customer desired outcomes with a focus on ensuring retention.

• Providing day-to-day management of assigned strategic customer portfolio, addressing customer feedback, outcomes and fielding product questions, while owning customer retention striving for customer advocacy.
• Create and enforce plans that will help meet the needs of customers, working diligently to resolve customer blockers.
• Understanding and consistently validating customer outcomes through direct customer conversations, analyzing customer health metrics, and conducting success feedback sessions.
• Design, develop and optimize customer adoption, loyalty, communication and engagement strategies that increase retention and reduce churn.
• Establishing a communication cadence with strategic customer base to add value and proactively discuss business needs and identify any risks to subscription renewal.
• Serving as the trusted central point of contact for customers and bringing in experts as needed to meet strategic customer’s needs.
• Plan and lead initiatives tailored to improve overall customer success and satisfaction during a customer's journey with iManage.
• Conducting and leading Executive Business Calls, Quarterly Business Reviews with our strategic customers to monitor progress towards customer outcomes achievement.
• Working with customers and Channel to implement success programs and provide success plays.
• Acting as an internal advocate between customers and business functions (e.g. support, product management, professional services, training) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer's adoption.
• Building and maintaining strong working relationships with colleagues in sales, channel, support, product management and partner enablement to cultivate cooperation in customer activities.
• Gaining and leveraging account intelligence, trends to drive best practices throughout the customer lifecycle.
• Understanding competition and staying ahead of the curve.

• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
• A minimum of 10+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• Legal and Corporate / Finance Industry Knowledge
• Excellent business communication, organizational and project management skills
• Strong computer skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolutions

• A working knowledge of iManage products and solutions
• Used Totango, SalesForce and ticketing systems
• An ability to work well independently and as part of a team
• A PMP or ITIL certification
• Experience implementing enterprise cloud and/or security platform solutions

• Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
• Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events.
• Focus on impactful work, solving complex, real challenges utilising the latest technologies and protocols.
• Own my career path with our internal development framework. Ask us more about this!
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!

• 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.
• Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
• Matching my pension contribution (up to 6%)
• Offering BUPA private medical insurance & a Simplyhealth cash plan to help with the everyday costs.
• Providing Group life cover (including life insurance, income protection and critical illness protection).
• Encouraging me to take time off with 25 days annual leave, bank holidays, and other life events
• 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.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Learn more at: www.imanage.com

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