Customer Success Manager

Are you self-motivated, detailed-oriented and impatient for results? Do you work best in a fast paced, growing, and changing environment? Do you like nurturing versus hunting? We are looking for sharp, driven people who have a passion for technology and working with people to solve problems.

Customer Success Managers (CSMs) are actively involved with customers to build relationships, promote adoption, address issues, identify new business opportunities, negotiate contract terms, and for ongoing promotion of the value of our solutions. A CSM oversees the relationship with Litera Microsystems' customers for the duration of their contract(s). A CSM is also responsible for selling services and add-on licenses to grow existing customer relationships.

 Customer Success Managers are considered by our customers as their primary point-of-contact and trusted advisor to facilitate success with our software solutions to positively impact the value we bring to their business. CSMs advocate the needs of the customer to all Litera Microsystems' teams. As part of the Customer Success team, this position is highly visible which affords talented people many opportunities to grow and advance.

Litera Microsystems is a successful, growing, commercial software product company. We at Litera Microsystems are strong believers in a healthy work-life balance with added benefits you don't find everywhere. We work hard, play hard and give back to the community.

 What It Takes

  •  Relentless pursuit of excellence
  •  Attention to detail
  • Quick thinking
  • Ability to influence and persuade
  • Strong initiative, drive and self-direction
  • Proficiency at juggling multiple tasks
  • Being comfortable in a fast-moving and quickly-changing environment
  • Partnering with others to accomplish goals
  • Willingness to carry a renewal and variable commission quota

Key Responsibilities

  • Build relationships with primary contacts, from manager level to C-level executives, at Litera Microsystems' customers.
  • Execute discussions via telephone, email, and on occasion face-to-face meetings
  • Gather key information about each account, including budget, decision-making process, product implementation, account environment and technology initiatives for current year and future
  • Develop and manage customer account plans to promote product stickiness, to maximize the value of Litera Microsystems' solutions and ensure customer success
  • Identify, confirm and manage at-risk accounts and vulnerability in assigned territory
  • Drive agreement renewal process by working together with tasked colleagues to secure
  • Manage new customer on-boarding and project kickoff meetings
  • Triage 'troubled' accounts and diligently problem solve as necessary
  • Be an advocate for customer to internal staff and coordinate turn around process as required
  • Explore and identify new revenue opportunities with existing customers. Collaborate with Sales Reps regularly on leads, opportunities and next steps
  • Orchestrate executive-level customer business reviews and account management meetings

Qualifications:

  • Effective oral and written communication skills
  • Likeable and enjoys working with people
  • Ability to diligently problem solve and trouble-shoot problems independently
  • Must have an interest in technology and confidence to demonstrate products
  • Experience with selling and/or account management
  • Experience with SalesForce.com or other CRM desired
  • Proven track record of success

Who We Are:

Litera Microsystems is the leading provider of software for drafting, proofreading, comparing, repairing and cleaning documents in the legal and life sciences industries worldwide. Our core products empower users to generate, review, and distribute high-quality content quickly and securely, from any device. Today, Litera Microsystems supports thousands of document-intensive organizations across the globe, helping them satisfy the complex demands of clients and regulators.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our office in Riverside Plaza looks over the river, is close to several train and bus stops and a short walk away from restaurants downtown.

An Insider's view of Litera Microsystems

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Director of International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Senior Consultant

What is your vision for the company?

At Litera Microsystems, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

VP of Human Resources

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Microsystems Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Our benefits package goes beyond health insurance, PTO and 401ks. We provide our employees with plenty of opportunities for volunteering, flexible work hours, options to occasionally work from home, snacks in the kitchen and group happy hours.

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