Relativity

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Customer Success Manager I

Customer Success Manager I

Job Location 
US-IL-Chicago
Req. # 
2017-KK-CS-041
Type 
Full-Time
Department 
Customer Success
Sub-Department 
Customer Success Management

MORE INFORMATION ABOUT THIS JOB

Overview

At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.

 

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

 

 

The Customer Success Management Team proactively supports our customers in meeting their goals using the Relativity suite of products. The team is accountable for driving product adoption based on the customer’s individual requirements and segment best practices. The team works closely with Sales to understand account health and identify any product or contract retention risks and, when necessary, pulls in Relativity resources.

The ideal candidate is an excellent multi-tasker, with great written and verbal communication skills. They will work closely with many different departments and people, both internally and externally, so strong interpersonal skills are helpful. Experience in project management, tasks, timelines and coordination from various sources is a plus, and even more helpful if that experience used Relativity and/or was in the eDiscovery industry.

The Customer Success Manager I is responsible for monitoring customer data to identify and address potential issues. His/Her responsibilities include (but are not limited to): onboarding new products, introducing new features, overseeing the upgrade process, and ensuring the resolution of customer issues.

The Customer Success Manager I will also coordinate with Relativity Solutions, Sales, and Product Management, when necessary, to deliver best practices based on customer trends and usage.

Responsibilities

  • Understand customer usage and account health to proactively mitigate any renewal risk or product churn
  • Identify end-user challenges or requests and proactively connect the customer with Relativity SMEs
  • Analyze data to identify trends and trigger opportunities to drive adoption with the customer
  • Identify potential upsell opportunities within current accounts 
  • Assist in establishing and executing on annual account plans for his/her accounts
  • Provide oversight of specific initiatives, such as new product configuration/onboarding, upgrades, etc.
  • Interface with other departments in the company including: Executive Leadership, Relativity Solutions Group, Sales, Product Management, and Engineering 
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Qualifications

Minimum Qualifications:

  • 2 years of customer-facing support in the software industry 
  • Bachelor's Degree
  • Experience working in a customer-facing role 
  • Ability to address tactical issues 
  • Listens to customers and understands business issues and needs
  • Strong organizational skills
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional communication skills
  • Experience in the software technology sector
  • Enjoys working as part of a team in a collaborative environment
  • Ability to travel up to 50%


Preferred Qualifications:

  • RCA certification
  • Gainsight experience 

About Us

Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.

ABOUT KCURA

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