Customer Success Manager (LATAM) - job 1 of 2

This is a remote position. We are a global team that leverages the latest technology to communicate with our colleagues across the globe. When it’s safe to do so, there may be times in which this role would be required to travel to a local office for in person collaborations with your team.

Being a Customer Success Manager (LATAM) at iManage Means…

You are responsible for proactively managing a portfolio of Latin American based iManage Cloud customers from post-sale into adoption. You identify and deliver business outcomes to ensure customers receive maximum value from their Cloud subscription. During the onboarding process, you will work closely with the customer’s implementation services provider by providing guidance on both technical and end-user best practices, monitoring project timelines and milestones, and coordinating iManage activities in support of the Cloud Launch.

After Cloud Launch, you will continue to build relationships with key customer and partner stakeholders and work with Product, Support, Engineering, Cloud Operations, Training, and Partner Enablement to continue delivering value to the customer and executing programs to drive adoption.

This is a highly collaborative, global team that values diverse backgrounds and experiences. In this role you will have ample opportunity to share new ideas, contribute to process development, and grow as a Customer Success professional.

iM Responsible For…

• Providing day-to-day management of an assigned Cloud customer portfolio, establishing relationships with key customer contacts, identifying the customer’s desired outcomes, addressing product questions, and owning customer escalations.
• Primarily supporting the LATAM (Latin American) region by establishing a communication cadence with regional resellers to add value, proactively discuss business needs, and identify any risks to customer adoption.
• Supporting US-based customers as needed by establishing a communication cadence with implementation partners to add value, proactively discuss business needs, and identify any risks to customer adoption.
• Understanding and validating customer outcomes through appropriate customer engagements, analyzing customer health metrics, and conducting NPS feedback sessions.
• 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, partner organizations, support, product management and partner enablement to cultivate cooperation in customer activities.
• Gaining and leveraging account intelligence to drive best practices throughout the customer lifecycle.
• Understanding customer segments for how the customer uses differing iManage solutions to achieve value and desired outcomes.
• Adapting communication to various personas, both internal and external
• Performing detailed activity tracking in a CRM to provide visibility of customer health and actions taken to cross-departmental teams.

iM Qualified Because I Have…

• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent
• Multilingualism, with the ability to fluently communicate in English, Spanish, and Portuguese
• A minimum of 3-5+ Years’ experience Management Consulting, Relationship Management, or Customer Success in a SaaS environment
• Excellent business communication, organizational and project management skills
• Ability to create structure in ambiguous situations and design effective task management strategies
• A high level of resourcefulness to be able to independently seek out resolutions
• A self-motivated work approach to identify and present process improvements to the broader CSM team
• A strong sense of team work based on collaboration, open communication, and knowledge sharing

Bonus Points If I Have...

• A working knowledge of iManage products
• Used Totango, Salesforce and ticketing systems
• An ability to work well independently and as part of a team
• A PMP certification
• Experience implementing cloud software
• Experience working in a law firm or corporate legal team

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!

iM Getting To…

• 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 utilizing 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!

iManage Is Supporting Me By...

• 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 Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits.
• 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.

About iManage…

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.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

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

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/

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