SP
SpecsaversCRM Manager
CRM Manager at Specsavers shaping customer connections through innovative multi - channel campaigns. Collaborating with creative teams and monitoring performance to inform future strategies.
About the role
- Scaled 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 a portfolio of ~90+ mid-market clients, adopting a prescriptive and consultative approach to deliver a superior customer experience.
- Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long-term mid-market strategy.
- Post Sale Lifecycle Ownership & Renewals: Manage the entire client lifecycle, including upsells and contract renewals, with a focus on long-term success and value realization.
- Renewals & Commercial Ownership: Own and forecast renewals, conduct proactive risk mitigation, lead pricing conversations, and ensure successful contract execution.
- Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics 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.
Requirements
- Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
- Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Proven success in owning renewals and commercial conversations, with experience forecasting and mitigating churn risk.
- Demonstrated ability to ruthlessly prioritize across a wide portfolio and manage competing demands with operational rigor.
- Strong comfort with ambiguity and a builder’s mindset—able to iterate on processes, pilot new engagement models, and contribute to scalable 1:many initiatives.
- Results-driven candidates who are able to prioritize competing tasks and demanding customers seamlessly.
- Team player described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
- Experience with Salesforce and Catalyst are preferred but not required.
Benefits
- 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 Customer Success program, building out best-in-class playbooks and processes.
- A collaborative work environment that promotes growth, learning, and development.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
TS
Tek SpikesCRM Administrator
CRM Administrator managing and enhancing CRM systems at a public sector firm. Responsible for project coordination and CRM system improvements through Oracle Service Cloud.
Customer Success Manager ensuring successful implementation and adoption of SaaS solutions at Questel. Collaborating with clients to understand challenges and provide best practices in a hybrid setting.
BS
Blackline SafetyClient Success Manager
Client Success Manager responsible for retention and relationship management with customers at Blackline Safety. Driving growth opportunities and ensuring clients maximize product value.
IH
IPeople HealthcareCustomer Success Specialist
Customer Success Specialist at IPeople Healthcare managing software deployments and fostering client relationships. Ensuring successful software usage and providing technical expertise throughout the implementation process.
BE
BetWarriorCRM Automation Specialist
CRM Automation Specialist executing campaigns and enhancing customer experiences for BetWarrior's iGaming platform. Focus on data - driven strategies and stakeholder collaboration within a hybrid work environment.
SS
Sprout SolutionsCustomer Success Associate
Customer Success Associate at Sprout Solutions ensuring excellent customer experiences and assisting with implementations in a hybrid work setup. Collaborating with cross - functional teams for seamless service delivery.
VI
VisibleThreadCustomer Success Manager
Customer Success Manager at VisibleThread, assisting clients with onboarding, renewals, and strategic value. Leading customer satisfaction initiatives and promoting product adoption with excellent communication skills.
EL
EletromidiaCustomer Success Supervisor, SMB
Supervisor managing customer success processes for a prominent Out of Home media company in Brazil. Overseeing pre - sales, renewals, and customer growth initiatives with an emphasis on efficiency.
ST
StackFuelCareer Success Manager – Jobcoach
Career Success Manager supporting participants through individual guidance and job coaching at a growing Learning & Development company. Empowering individuals with skills for tech and data careers.