Mid Market Customer Success Manager

Mid Market Customer Success Manager

Requirements

• Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
• Experience with Salesforce and Catalyst, are preferred, but not required.

Responsibilities

• Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a ‘must have’ product.
• Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.
• Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Preferred Qualifications

• Experience with Salesforce and Catalyst, are preferred, but not required.