iManage – Customer Success Engineer – London, UK

May 24, 2023
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Job Description

iManage – Customer Success Engineer

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more. 

Being a Customer Success Engineer at iManage means…

You are responsible for being the trusted technical advisor throughout the iManage Cloud customer lifecycle to ensure customers receive maximum value from their subscriptions by proactively identifying and delivering technical outcomes. Using your iManage expertise, you will develop, improve, and share enablement materials in the form of Success Plays for customers and internal teams to drive customer’ desired business outcomes.

During the onboarding process, you will work closely with the customer’s implementation services provider by providing guidance and technical support through the migration and launch of our iManage Cloud.

After Cloud Launch, you will continue to build relationships with key customer and partner stakeholders and work with Customer Success, Product, Support, Engineering, Cloud Operations, Training, and Partner enablement to continue delivering value to the customer and executing programs to drive adoption through technical solutions and best practices.

Hear more from Customer Success Engineering Manager, Riley Phipps: “The iManage Customer Success Engineering team is made up of data nerds, coders, Cloud platform SMEs, technical writers, and project management specialists. We thrive in facing challenging problems without known solutions and bringing customers to their desired business outcomes through technical solutions to complex problems.”

iM Responsible For…

  • Building and maintaining strong working relationships with colleagues in our partner organizations as well as our internal Sales, Cloud Operations, Customer Success, Product Management, Professional Services, Support, and Partner Enablement teams to cultivate cooperation in customer activities.
  • Building trust with our customers by being a technical advisor throughout their cloud journey – from onboarding and adoption to growth and expansion.
  • Assisting our implementation partners and customer support inquiries during the onboarding phase to ensure a successful launch.
  • Working with the Customer Success team to guide customers to increase customer confidence in iManage solutions and achieve technical business outcomes by relating customers’ desired outcomes to iManage solutions.
  • Creation of technical success plays, sessions providing best practice recommendations, and high-level advisory, with delivery through a variety of media.
  • Maintaining a working knowledge of current and trending technologies both internally and within the industry, and their applicability to the iManage ecosystem.
  • Providing feedback on product usage based on data analysis features requested from customers to R&D to influence future roadmap direction.
  • Act as a customer advocate interfacing with relevant internal and external teams and SMEs to reach solutions.
  • Sharing knowledge and best practices with internal and external teams at events, webinars, and technical documentation.
  • Analyzing customer insight data to influence proactive customer success health.

iM Qualified Because I Have…

  • Bachelor’s or Master’s degree with a technical, business, or analytics focus.
  • 2+ years experience in Customer Support, Customer Success, or Technical Consulting roles.
  • Ability to facilitate technical calls with a variety of stakeholders that range from System Administrators to CIOs.
  • Creative problem-solving skills when faced with new and emerging problems.
  • Strong written technical communication skills.
  • Understanding the customer lifecycle with a SaaS system including discovery and design, migration methodologies, change management, and training and adoption strategies at a global scale.
  • Curiosity to learn and explore new technologies.
  • Experience in analyzing large data sets to drive objective business & technical decisions.
  • Ability to create structure in ambiguous situations and design effective processes.
  • High level of resourcefulness to be able to seek out resolutions independently.

Bonus points if I have…

  • Working knowledge of iManage products.
  • Experience in data analytic tools such as Splunk, PowerBI, Kibana to inform objective decision-making.
  • Understanding of Customer Success methodologies.
  • Experience with scripting languages such as Python, PowerShell, etc.
  • Worked with a REST API.

Don’t meet every qualification listed above? Studies show that women and people of color are less likely to apply for jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment and encourage everyone to show up as their full authentic selves. We welcome those with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn’t align perfectly with every qualification we encourage you to apply anyways!

iM Getting To… 

  • Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.
  • Have flexible work hours that allow me to balance my ‘me time’ with my work commitments.
  • Collaborate in a modern open-plan workspace, with a gaming area, free snacks, drinks, and regular social events.
  • Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols.
  • Own my career path with our internal development framework. Ask us more about this!
  • Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning.
  • Join an innovative, industry-leading SaaS company that is continuing to grow & scale!

iManage Is Supporting Me By… 

  • Creating an inclusive environment where I can help shape the culture by fitting in and adding to it.
  • Providing a market-competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
  • Rewarding me with an annual performance-based bonus.
  • Providing enhanced parental leave (20 weeks for primary and 10 weeks for secondary caregiver at 100% pay)
  • Matching my pension contribution (up to 6%)
  • Offering BUPA private medical insurance & a Simplyhealth cash plan to help with the everyday costs.
  • Providing Group life cover (including life insurance, income protection, and critical illness protection).
  • Encouraging me to take time off with 25 days of annual leave, bank holidays, and other life events
  • Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation, and more.

About iManage…

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.

Whoever you are, whatever you do, however, you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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