kCura Customer Success Manager in Hong_Kong, Hong Kong

kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.

The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.

The primary responsibility of the Customer Success Manager (CSM) is to serve as a customer’s central point of contact accountable for the day-to-day end-user product experience. The CSM will monitor product usage and adoption, proactively support customers, and ensure successful customer onboarding and upgrades. With an in-depth knowledge of their business, the CSM will create customized success plans to help customers meet their objectives. Ultimately, this group is accountable for customer retention from initial sale through renewals.

The Customer Success Manager team also works closely with Account Managers on shared accounts to share knowledge and align strategic customer goals. They also work with Relativity Solutions to leverage Specialists to address customer challenges as well as Product Management to communicate product feature needs.

  • Manage a set of accounts to understand customer health and satisfaction

  • Monitor product usage to understand and drive product adoption

  • Analyze data and identify metrics to trigger proactive customer outreach

  • Work with Account Manager to maintain positive renewal health

  • Monitor customer-related activities (e.g. customer onboarding, upgrades, etc.)

  • Develop relationships with customers and serve as an escalation point for issues

  • Identify potential upsell opportunities within current accounts and escalate to the Account Manager

  • Build relationships and coordinate with other groups across kCura to proactively connect SMEs with customers

  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success

Minimum Qualifications:

  • 5 years of customer-facing support in the software industry

  • Bachelor’s Degree

  • 3 years of eDiscovery and/or litigation support experience

  • Expertise managing large, complex accounts in a customer facing role

  • Ability to address tactical issues as well as maintain a long-term strategic vision

  • Listens to customers, identifies business process pains and recognizes opportunities in an effort to provide the best possible solutions

  • Strong analytics, organizational, and project management skills

  • Ability to “think outside of the box” to creatively address customer challenges and needs as needed

  • Enjoys working as part of a team in a collaborative environment

  • Effective and professional communication skills

  • Experience in the software technology sector

  • Enjoys working as part of a team in a collaborative environment

Preferred Qualifications:

  • RCA certification preferred

  • Bilingual proficiency in English, Cantonese, Mandarin or other languages

Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.

If you’re ready to grow with us, we’d love to hear from you.

iCIMS Req #: 2017-CS-MB-014

External Company Name: kCura LLC