Customer Success Manager (India)

About US:  LegalEase Solutions and the legal industry

Legal professionals are problem-solvers and innovators, willing to assume new responsibilities, tackle new challenges, master new technology and navigate an ever-evolving legal system. Today, technology is rapidly transforming the way law is practiced. Lawyers are changing the way justice is defined. This dynamic legal landscape makes each day unique and fosters an enjoyable, fulfilling work experience.

LegalEase Solutions is a pioneer legal solutions company founded in Ann Arbor, MI with offices in Chennai, Cochin and now in Bangalore. We continue to solve problems, innovate solutions, services and we are actively changing the way conversations are had in the legal industry. We are a brand to reckon with providing legal solutions for our clients be it legal analytics, contract management, legal operations, or compliance.

Skills

Candidate Profile

Experience:

• At least 8year's experience in a similar role.
• Used to working remotely/independently.
• SaaS experience essential, legal services experience desirable.
• Solid technical background, with demonstrable understanding of software development and web technologies.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Regular domestic travel is required with occasional international travel Required

Required Competencies:

• Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
• Ability to influence through persuasion, negotiation, and consensus-building with senior- level leaders, customers, and internal stakeholders.
• Knowledge managing in a SaaS environment.
• Strong empathy for customers and their business challenges.
• Proven track record in the management of global service delivery operations.
• Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and put in place plans to mitigate them.

Desirable experience:

• Experience working with/presenting to C-level executives.
• Business process management experience and expertise.
• Proven track record of successfully managing customer relationships and results delivery.

What your day would look like?

• Set the strategic tone, direction, and supervision of how the organization works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with organization issued process, policies and procedures.
• 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.
• Increase ARR across existing accounts through the execution of growth / upsell strategies.
• Drive retention for each account through customer advocacy, increased usage and adoption strategies.
• 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 and all key stakeholders, including the Economic Buyer and / or Executive Sponsor.
• Establish and maintain relationships with third parties/vendors.