Customer Success Manager II - APAC

  • Location: Remote Hong Kong
  • Work Status: Full-time

Overview

At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The primary responsibility of the Customer Success Manager (CSM) is to serve as a customer’s central point of contact accountable for the day-to-day end-user product experience. The CSM will monitor product usage and adoption, proactively support customers, and ensure successful customer onboarding and upgrades. With an in-depth knowledge of their business, the CSM will create customized success plans to help customers meet their objectives. Ultimately, this group is accountable for customer retention from initial sale through renewals.
 
The Customer Success Manager team also works closely with Account Managers on shared accounts to share knowledge and align strategic customer goals. They also work with Relativity Solutions and leverage Specialists to address customer challenges as well as Product Management to communicate product feature needs.

Responsibilities

  • Manage a set of accounts to understand customer health and satisfaction
  • Monitor product usage to understand and drive product adoption
  • Analyze data and identify metrics to trigger proactive customer outreach
  • Work with Account Manager to maintain positive renewal health
  • Monitor customer-related activities (e.g. customer onboarding, upgrades, etc.) 
  • Develop relationships with customers and serve as an escalation point for issues
  • Identify potential upsell opportunities within current accounts and escalate to the Account Manager
  • Build relationships and coordinate with other groups across Relativity to proactively connect SMEs with customers
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Minimum Qualifications

  • 5 years of customer-facing support in the software industry
  • Bachelor’s Degree
  • 3 years of eDiscovery and/or litigation support experience
  • Expertise managing large, complex accounts in a customer facing role
  • Ability to address tactical issues as well as maintain a long-term strategic vision
  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions
  • Strong analytics, organizational, and project management skills
  • Ability to “think outside of the box” to creatively address customer challenges and needs as needed
  • Enjoys working as part of a team in a collaborative environment
  • Effective and professional communication skills
  • Experience in the software technology sector
  • Enjoys working as part of a team in a collaborative environment

Preferred Qualifications

  • RCA certification

About Relativity

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.