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Customer Success Manager – London – Kira System

Added on the 25th Apr 2017 at 8:49 am
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Who We Are

Kira Systems is a fast-growing Toronto-based software company. Our mission is to empower enterprises through intuitive, easy-to-use software tools for uncovering relevant information from their contracts. The Kira application is built upon our own proprietary, state-of-the-art machine learning technology. Our customers include some of the world’s best law firms, professional service firms, and corporations. They use Kira to quickly and accurately review and analyze contracts for due diligence, real estate and financial transactions as well as contract management.

Our software is transforming the way professionals work with contracts. We have won numerous awards and recognition including being named a Gartner 2016 Cool Vendor.

Description

As a customer success manager, your role will be to help organizations get the most out of their Kira subscription. You will be dedicated to understanding your customers’ goals and taking a consultative approach to achieving them.

Customer success at Kira Systems begins with on-boarding and training, but it doesn’t end there. On an ongoing basis, you will interact and build relationships with customers to ensure they are plugged into all the resources Kira has to offer, including additional training, support services, new release information, expanded use case and workflow documentation, events and webinars. Your goal will be to maintain the highest possible level of customer satisfaction, ensure renewal, and expand adoption within your accounts.

As part of the customer success team, you will work closely with sales, marketing, support, operations and the product team acting as the voice of your customers internally at Kira Systems.

In this endeavor, you must love working with customers and thrive on seeing them succeed. You need to have an aptitude for technology with a willingness to learn and a strong business acumen. Your compensation will include a base salary as well as a variable component tied to customer health, renewal and adoption.

Responsibilities
Work with new and existing customers to design onboarding, implementation, and training plans.
Maintain a deep understanding of the product and use cases, to ensure customers are using the software to its fullest.
Monitor accounts for opportunities to expand usage, introduce new use cases or otherwise grow adoption of Kira
Solve problems as they arise, acting as point of contact for the customer and the rest of the Kira Systems team.
Ensure customer feedback is brought back to the product team and monitor the product roadmap.
Coordinate with sales to ensure customers realize the value of their subscriptions and are retained year-on-year.
Lead meetings and training sessions with customers and users.
Contribute use case insights and testimonials from clients to be used for marketing.
Other duties as required. These might include: representing the company at conferences and events, and more.

Qualifications

4-year college degree in a relevant field or equivalent.
J.D. with legal practice experience is strongly preferred.
Strong experience in customer success, sales or account management in an enterprise software company.
Strong experience working with corporate legal departments and/or law firms.
Experience with e-discovery, document review, due diligence, document management, knowledge management, and/or contract management system implementation.
Strong communication, listening, presentation, and negotiation skills.
Familiarity with CRM and support software systems.
Be comfortable with technology and curious to learn more.
Have high standards of integrity and trust that our customers and the Kira Systems team demands.
Be self-motivated and able to manage projects successful without oversight.
Occasional travel required (domestic and international).

Location

London

Sound good?

We want to hear from you. Apply on this page or email your resume to kirasystems@applications.recruiterbox.com with “Success” in the subject line.

Make sure you include:
a resume or LinkedIn profile,
a cover note explaining why you would be a good addition to our team, and
your compensation expectations.

Kira Systems welcomes diverse candidates.

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