At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- London
About the role
- The Majors Customer Success Manager will guide large-scale enterprise clients through their adoption of Harvey's AI platform.
- This role involves acting as a trusted advisor to elite law firms, Fortune 500 companies, and asset managers to integrate AI into their business processes.
- The position is responsible for driving customer retention, product adoption, and providing strategic feedback to the internal product team.
Responsibilities
- Serve as the primary contact for customers using a prescriptive and consultative approach.
- Lead the integration of Harvey into daily client workflows to ensure seamless adoption.
- Proactively manage overall account health by monitoring key indicators and addressing risks.
- Conduct training and enablement sessions for end users.
- Collaborate with Legal Product Specialists to drive daily product usage.
- Facilitate executive engagement to transform customers into organizational champions.
- Relay customer insights to internal teams to aid in product and service improvement.
Requirements
- Extensive background in strategic customer success or account management at Enterprise SaaS, legal, or top-tier management consulting firms.
- History of conducting change management and wide-scale adoption for large technology projects.
- Excellent communication and strategic planning skills.
- Capability to influence stakeholders at every level, including the executive level.
- Results-driven mindset with the ability to prioritize competing tasks.
- Commitment to a collaborative, team-first mentality.
Benefits
- Opportunity to work at the forefront of AI technology and innovation.
- Opportunity to contribute to the growth and direction of the Customer Success program.
- Collaborative work environment that promotes growth, learning, and development.
Workplace
- Travel required: Up to 25% of the time
Skills
- Enterprise SaaS
- Change Management
- Strategic Planning
- Customer Success
- Account Management
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