Clm Customer Success Associate
1 month ago
Set the strategic tone, direction, and supervision of how tool works with its clients.
- Support the customer success team to ensure quality execution that drives towards client’s business objectives and key metrics
- Management of customer expectations and be a focus point for customer issues
- Drive retention for each account through customer advocacy, increased usage and adoption strategies
- Travel onsite to conduct client business meetings and trainings as required
- Ensure that all projects are delivered on-time, within scope
- Track progress of any project plans to ensure customer satisfaction - escalate and resolve as appropriate
- Manage the relationship with the client
**Requirements**:
- Graduate with 2-6 years’ experience in a similar role
- Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills,demonstrate situational agility, manage parallel efforts, and communicate effectively
- Knowledge managing in a CLM SaaS environment
- Strong empathy for customers and their business challenges.
- Proven track record in the management of global service delivery operations
Excellent communication skills with customers and key executives.
- Ability to identify risks and dependencies and put in place plans to mitigate them.
- Regular domestic travel to US may be required
- SaaS experience essential, CLM legal services experience desirable
- Support for the US timezone.
- Technical background to understand integration related discussions
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