5-7 years in management consulting or technology advisory at a leading firm, or strategic account management in Enterprise SaaS/legal environments.
Proven experience in change management and driving wide-scale technology adoption.
Strong communication and strategic planning skills, able to influence stakeholders, including executives.
Results-oriented, capable of prioritizing competing tasks efficiently.
Team player with a proactive, collaborative approach.
Responsibilities
Manage client relationships as the primary contact with a consultative and prescriptive approach.
Lead strategic implementation of Harvey to integrate seamlessly into customer workflows.
Monitor account health proactively, addressing risks early to foster long-term customer retention.
Conduct training sessions to empower end users and advocate for Harvey's adoption.
Engage stakeholders directly and facilitate executive support to create Harvey champions within organizations.
Summarize customer feedback to relay insights to internal teams for continuous product improvement.
Travel for the role may be required up to 25% of the time.
Benefits
Opportunity to work at the forefront of AI technology and innovation, impacting customer operations.
Chance to shape and grow the Customer Success program, developing top-tier processes and playbooks.
Collaborative work environment focused on growth, learning, and professional development.
Full Job Description
Role Overview
As a Majors Customer Success Manager, you'll play a critical role in guiding our largest customers through their journey with Harvey and defining the future of work at elite law firms, Fortune 500 companies and premier asset managers. This position is pivotal in ensuring our customers 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, providing expert industry advice and shaping Harvey's product roadmap.
What You'll Do
Client Relationship Management: Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
Strategic Implementation: Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
Customer Health Monitoring: Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
Training & Enablement: Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a "must have" product.
Advocacy and Engagement: Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
Feedback Loop: Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
Travel required: Up to 25% of the time
What You Have
Background in management consulting or technology advisory at a top tier management consulting firm, or strategic customer success/account management experience in an Enterprise SaaS or legal (big law or in-house or in-house) environment
History and comfort conducting change management and wide-scale adoption for large technology projects.
Excellent communication and strategic planning skills, and a capability of influencing stakeholders at every level, including at the executive level.
Results driven mindset and the ability to ruthlessly prioritize competing tasks and demanding customers seamlessly.
A strong commitment to be 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 customers' 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.
Compensation Range
$180,000-$210,000 OTE with an 80/20 split
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