Customer Success Manager – Asset Management

Responsibilities

• Client Relationship Management:
  Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
• Strategic Implementation:
  Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Customer Health Monitoring:
  Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
• Training & Enablement:
  Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a "must have" product.
• Advocacy and Engagement:
  Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
• Feedback Loop:
  Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
• Travel required:
  
  Up to 25% of the time

• Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house or in-house) environment
• History and comfort conducting change management and wide-scale adoption for large technology projects.
• Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
• Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• A strong commitment to be collaborative and proactive with a team-first mentality.

Demonstrates expertise in Client Relationship Management and Strategic Implementation, ensuring seamless adoption of AI solutions while proactively monitoring Customer Health. Strong ability to influence stakeholders and drive initiatives for long-term customer success in an Enterprise SaaS or legal environment.

• Client Relationship Management
• Strategic Implementation
• Change Management
• Stakeholder Engagement
• Customer Success

• Excellent Communication
• Strategic Planning
• Results Driven Mindset
• Collaborative Teamwork
• Proactive Approach

• Enterprise SaaS
• Management Consulting
• Technology Advisory
• Account Management
• Legal Environment