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Enterprise Customer Success Manager (EMEA)

Posted 2 hours 29 minutes ago by Deepstreamtech

Permanent

Full Time

Call Centre / Customer Service Jobs

London, United Kingdom

Job Description

Requirements

3-4+ years in customer-owning roles at tech or SaaS platforms
Adapting seamlessly in the face of high-speed change and growth
Strategic planning, revenue-based prioritization
Managing customer-facing projects and timelines
Running in-person meetings w/ executives
Mapping an organization and influencing stakeholders
Driving key customer metrics and outcomes
Owning a revenue, expansion, and renewal target
Demonstrating a strong point of view and proactive self-management
Working cross-functionally with Product and Sales teams

What the job involves

As an Enterprise Customer Success Manager at Harvey, you will own value realization for customers, helping to define the future of legal work at top enterprises and leading law firms
You'll act as a trusted expert and guide customers through the process of integrating AI into the daily workflows of lawyers and other professionals
You will not only help customers to identify use cases for Harvey, but also help transform the practice of law
You'll deeply integrate Harvey into your customers' business processes and workflows, build lasting relationships, and partner with Account Executives to renew and expand Harvey's strategic partnerships
Onboarding: Integrate Harvey into customer workflows, guide administrators with data-backed best practices, ensure optimal use of our AI solutions
Training & Enablement: Champion the power of Harvey as you meet with end users and position Harvey as essential to strategic legal work
Relationships: Navigate complex organizations as the primary contact, foster champions, engage executive buyers, and build loyal Harvey advocates
Success Metrics: Align with customers on adoption rates, measurable value, and positive AI experiences to ensure customer value realization and ROI
Expansion and Renewal: Collaborate with Account Executives to maintain customer renewal readiness and leverage customer needs to drive expansions
Product Feedback: Represent customer needs internally and relay insights back to Product and Engineering, continuously improving the Harvey platform

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