5-7 years of experience in Enterprise SaaS, legal, or top-tier consulting firms
Proven track record in managing large-scale technology projects
Strong communication and strategic planning skills
Ability to influence stakeholders at various levels
Results-driven with excellent prioritization skills
Collaborative team player with a proactive mindset
Responsibilities
Lead the integration of Harvey into client workflows for seamless adoption
Evangelize LLMs and enable end users to adopt Harvey daily
Serve as the primary contact for clients, providing consultative support
Leverage KPIs to drive strategies for client satisfaction and ROI
Encourage user engagement, transforming clients into advocates
Monitor customer health using analytics and feedback
Relay client insights to internal teams for product improvement
Travel to customer and company offices as needed
Benefits
Opportunity to work at the forefront of AI technology and innovation
Contribute to the growth of a rapidly-evolving Customer Success program
Collaborative work environment that promotes growth and learning
Full Job Description
Role Overview
As an Enterprise Customer Success Manager, you'll play a critical role in guiding our clients through their journey with Harvey, and help define the future of work at top enterprises and leading Law Firms. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows.
What You'll Do
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 clients with a prescriptive and consultative approach and serving as a thought partner to deliver a superior customer experience.
Success Metrics Management: Leverage adoption rates, utilization metrics, and other KPIs 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.
Travel may be required from time to time, including visits to customer office locations and company offices.
What You Have
Experienced professionals with a background in Enterprise SaaS, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects.
Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly
Team players described as committed, collaborative and proactive with a team-first mentality.
What We Offer
A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
An opportunity to contribute to the growth and direction of our rapidly-evolving Customer Success program, building out best-in-class playbooks and processes.
A collaborative work environment that promotes growth, learning, and development.
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