Client Success Manager

The Client Success Manager is the strategic and supportive partner of the client throughout their relationship with Opus 2. The Client Success Manager is the face of Opus 2 to his/her assigned clients, owns and manages the relationship and is deeply focused on building client satisfaction, loyalty and advocacy to ensure long- term retention.

Your day-to-day duties typically include developing account plans, reacting to client inquiries, proactively engaging with clients to see how they are doing, preparing and running quarterly business reviews (QBR), delivering renewal proposals, communicating strategic updates to the business and our products, work cross- functionally with internal teams to deliver services to clients, managing and resolving conflicts, where applicable.

As a Client Success Manager, you are directly responsible and highly incentivized for client satisfaction, retention and renewal. Your commercial targets will align with revenue growth from renewal price increases. Your non-commercial targets will include NPS, CES, Client Health Score, engagement, client referenceability, among others.

Duties and Responsibilities

Here are the specific responsibilities of the role:

• Act as the client’s primary point of contact from deal close all the way to renewal, quarterbacking all client touchpoints and bringing in our cross-functional teams where needed:

• Liaise with Account Executives and Solution Consultants to drive adoption, usage and expansion;
• Liaise with the implementation team to ensure the software is implemented and clients are onboarded seamlessly;
• Liaise with Support to ensure client issues are addressed timely and effectively within agreed SLAs;
• Liaise with Product team to ensure client feedback is captured and considered for future product enhancements;

• Develop and maintain a strategic plan for each account and establish KPI goals.
• Implement the playbook for managing accounts based on segmentation.
• Prepare for and conduct quarterly business reviews or an agreed regular check-in cadence with assigned clients.
• Report on client usage on a quarterly basis and measure customer’s adoption and satisfaction against KPI goals.
• Execute strategies to promote and increase adoption within the firm, either traveling to customer sites or meeting clients remotely, arranging thought leadership presentations, lunch-and-learns and other educational or promotional events in partnership with Sales and Adoption Specialists.
• Partner closely with the Sales team to understand client needs and unearth upsell, cross-sell or other expansion opportunities.
• Deliver renewal proposals and progress renewal opportunities to closing.
• Answer client inquiries and/or direct them to the appropriate team depending on the nature of their query.
• Play an active role in handling client disputes and escalations.
• Other responsibilities, as needed, to prevent churn and retain accounts.

Requirements

• Experienced client success or account manager, preferably in a technology or software company.
• Strong ability to listen, empathize and analyse customer needs, and engage with customers in a consultative manner.
• Excellent written and verbal communication and interpersonal skills are critical to this role – you are a charismatic, people-person that has the ability to talk to anyone, including senior executives, and you are comfortable working in an ever-changing fast-paced environment.
• Excellent presentation skills.
• Patient demeanour; excellent ability to hand-hold non-savvy customers with tact and diplomacy.
• Analytical skills and background, with ability to use data to power decision-making.
• Impeccable attention to detail and ability to learn quickly, deliver high-quality results and coordinate work across multiple teams.
• Organised, with excellent time management skills.
• Proactive, flexible and has a can-do attitude.
• Strong team player but also able to work well independently and autonomously.
• Law, business or relevant degree.

Benefits

Opus 2 is a global leader in the LegalTech space, creating solutions to drive digital transformation in the legal industry. We are the trusted partner of the world’s leading legal teams, with the world’s largest law firms are using Opus 2.

Our achievements are underpinned by our unique culture and our people are our biggest asset. Working at Opus 2, you’ll receive:

• 401k contribution.
• 21 days annual holidays, flexible working, and length of service holiday entitlement.
• Healthcare insurance.
• Dental plan.
• Vision insurance.
• Life, short-term and long-term disability Insurance.
• Calm and Mindfulness sessions.
• A day of leave to volunteer for charity work or dependent cover.
• Accessible and modern office space.