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Posted 4 months ago
Requirements and responsibilities
What you’ll doInitialising and onboarding new customersCommunicate with clients to understand their objectives, requirements, internal workflows and ways of working.Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan.Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.Guiding and nurturing existing customersIdentify and coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site when required.Proactively manage your own portfolio of accounts, prioritising check-ins, reviews and renewals based on their stage in adoption and health score.Prepare and educate customers on new features, releases and product concepts.Identify customers at risk of churn and develop strategies for retention and to grow adoption.Continuous improvementWork closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. Escalate issues to the support team and liaise with them through to resolution.Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients’ Time to First Value (TTFV).Develop and continually improve implementation and success processes, including active use of CRM and Project Management tools.Growth and expansionIdentify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion.Build strong relationships with customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates.Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme.
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