Strategic CSM for AI-Driven Legal Tech

Harvey; Chicago (IL); Vor Ort; USD 125.000 - 145.000; Vollzeit

Zusammenfassung

Harvey in Chicago seeks a Customer Success Manager to guide clients through their Harvey journey, integrating our AI platform into legal and professional workflows. You will act as trusted advisor, ensuring adoption and maximum value across mid-market clients.

You will design scalable processes, monitor health metrics, and drive renewals and expansions while coordinating with sales, product, and customer support to deliver exceptional ROI.

Qualifikationen

• Experience with legal firms or SaaS organizations, managing high-volume client cases or customers.
• Excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results-driven, able to prioritize competing tasks and demanding customers.

Aufgaben

• Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Training & Enablement: 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.
• Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
• Process Creation: 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.
• Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Kenntnisse

Salesforce

Catalyst

Jobbeschreibung

Harvey in Chicago seeks a Customer Success Manager to guide clients through their Harvey journey, integrating our AI platform into legal and professional workflows. You will act as trusted advisor, ensuring adoption and maximum value across mid-market clients.

You will design scalable processes, monitor health metrics, and drive renewals and expansions while coordinating with sales, product, and customer support to deliver exceptional ROI.