Customer Success Manager

Customer Success Manager - AEM

About the role:

Job Summary:

• The Customer Success Manager will be responsible for all post-sales support activities related to software products sold by TR Legal (Philippines). This role involves working closely with customers partners and internal stakeholders to ensure successful implementation of our solutions drive customer satisfaction and generate positive business outcomes.

• Responsible for building relationships internally and externally at senior management level and developing strategies for retaining existing clients and generating new business opportunities through client feedback analysis market research competitive analysis and sales/marketing initiatives.

• Accountable for maintaining and monitoring key performance indicators (KPIs) across the account base identifying trends in customer usage adoption and engagement and implementing measures to improve these metrics.

• Ensure effective communication channels are established between the company and its clients ensuring timely responses to requests and providing regular updates on product enhancements upgrades and other relevant information.

• Collaborate with cross-functional teams such as Product Management Marketing Professional Services Support and Finance to address customer needs identify areas for improvement and implement changes that benefit both the customer and the organization.

• Manage the renewal retention process negotiating contract terms and pricing with customers and coordinating with internal departments to ensure smooth transition and minimize disruption.

• Provide training and support to end users helping them maximize the value they receive from our products and services.

• Identify upsell and cross-sell opportunities within the existing customer base recommending appropriate solutions based on their specific requirements and budget constraints.

• Actively participate in group problem solving efforts contributing innovative ideas and collaborating effectively with team members to find optimal solutions.

• Assist in lead generation activities including attending industry events participating in webinars leveraging social media platforms and referrals from existing customers or partners.

About you:
Qualifications:

• Bachelors degree in Business Administration Computer Science Information Technology or equivalent experience required. Masters degree preferred but not mandatory.

• Proven track record of success in a similar role preferably within the legal technology industry.

• Excellent communication skills both written and verbal with the ability to articulate complex concepts clearly and concisely.

• Strong analytical abilities and attention to detail capable of analyzing data and making informed decisions.

• Ability to work independently and collaboratively managing multiple projects simultaneously while meeting tight deadlines.

• Experience working with desktop computers Microsoft Office Suite and CRM systems.

• Knowledge of cloud-based technologies and familiarity with SaaS applications.

• Demonstrated ability to build strong relationships with internal and external stakeholders.

• Ability to travel domestically and internationally as needed.

• Preferred candidates will have experience working with sales teams and possess a deep understanding of sales processes and techniques.

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Whats in it For You

About Us

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