About Seal:

Seal Software Contract Discovery and Analytics helps companies maximize revenue opportunities and reduce expenses and costs associated with contractual documents, systems and processes.

Seal Contract Discovery and Analytics is rapidly deployed and locates existing contractual documents wherever they may reside within an organization, automatically extracting key contractual terms and clauses, rendering them for easy review, and populating corporate repositories including Customer Relationship Management (CRM), Contract Lifecycle Management (CLM), Enterprise Resource Planning (ERP), and more.

Seal Contract Analytics is a dynamic system that discovers and informs users of revenue opportunities, expenses and costs hidden within contractual obligations. Seal Contract Analytics empowers clients to teach the system beyond standard data extraction to meet their unique needs by discovering particular language and clause combinations that are most relevant to their business.

Contract Analytics represents the next step in contractual document management– extracting specific contract language, non-standard clauses detection and clause combinations specific to customer industry, type of contract and geographic location.

Seal Contract Discovery and Analytics represents the ‘single source of the truth,’ used to process in-bound and out-bound contracts, audit the enterprise for rogue contracts and provide a single search, reporting and migration tool for regulatory, transactional and strategic purposes.

Seal Software is headquartered in San Francisco, California, with offices in London, and Gothenburg, Sweden. Seal customers include global companies based in the North America, Europe, UK, and the Middle East.
 

Reports To: Vice President, Customer Success

Job Summary:

The Customer Success Manager (CSM) implements the account management and client retention plan for our company’s US based accounts and acts as a bridge between our Pre-Sales, Sales, Professional Services and Customer Support teams. He/she stays abreast of changes in the client services environment to best serve the objectives of the organization and adjusts plans accordingly. The Customer Success Managers will work directly with our customers to enhance their overall Seal user experiences. The position drives training and best practices for the Customer Success team and is responsible for the company’s client satisfaction efforts. He/she works cross-functionally in leveraging technology to drive operational efficiencies as well as improving client adoption and retention. This role requires a bachelor's degree with at least 5 years of management/consulting experience. The position reports to the Vice President of Customer Success.

Responsibilities:

• Achieve or exceed quarterly renewal and growth targets, providing management with an accurate forecast and risk analysis of enterprise accounts.
• Handling overall responsibility for managing the customer relationship for Seal’s US based accounts.
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products to strengthen their adoption of our software and help ensure contract renewal.
• Acting as a liaison between product management and the customer with a focus on communicating the Seal roadmap and how the roadmap will influence customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on escalated customer issues.
• Promoting opportunities for two-way communication.
• Providing assurance and oversight to implementing customers and the Seal implementation and customer success model.
• Closely monitor adoption rates of all accounts. Consult with senior level decision makers to determine best approach in leveraging our product solutions as well as maximizing the client’s ROI.
• Analyze client’s business objectives and determine best approach for leveraging the return on their contract.
• Build strong client relationships, penetrating additional departments in an effort to scope out new opportunities for growth.
• Support revenue retention, referrals/word of mouth and actions within customer community via knowledge transfer.
• Leveraging customer relationships as needed for prospect references
• Keeping customers informed of process and procedural changes.
• Become proficient in Seal's Implementation Methodology.
• Develop competency in and ability to demonstrate the Seal Contract Discovery and Analytics product suite.
• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.
• Ensure the client takes advantage of Seal’s best practices.
• Experience implementing Contract Lifecycle Management, Business Intelligence, eDiscovery or similar application.
• Regularly reviews the progress of work in the department—Creates and maintains Dashboards and Reports in SFDC.
• Keeps management informed of team goals and metrics, issues, and status on all projects.
• Serves as a focal point to communicate and resolve technical issues with other teams (Sales, Support, Engineering, QA, Product, Marketing).
• Works closely with Product and Engineering in driving constant improvement of our products and services.
• Helps handle customer correspondence, complaints, and inquiries, especially on major accounts, and with the executive level of all accounts.

Required Skills / Experience:

• Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Functional domain expertise with Contract Lifecycle Management, CRM, Business Intelligence, or eDiscovery applications.
• Project management experience with Contract Lifecycle Management, CRM, Business Intelligence, or eDiscovery application system implementations.
• Proven ability to collaborate and build strong relationships with customers especially at the Executive level.
• Proven ability to engage across corporate functions (Pre-Sales, Sales, Professional Services, Support, Engineering, and Product Management).
• Excellent verbal and written communication skills, including the ability to demonstrate software, chair meetings, or host webinars.
• Bachelor degree required, at a minimum. Business or technical degree preferred.
• 5+ years experience project managing Contract Lifecycle Management, CRM, Business Intelligence, or eDiscovery implementations for larger, more complex organizations.
• Consulting experience either as an internal consultant or with a consulting/software company.
• Excellent organization, time management, and communication skills.
• Provides thought leadership in supporting the needs of all our Clients – is an advocate for team structure, resources, product enhancements, and the development of support tiers that will enable us to better serve and retain our client base.
• Ability to travel up to 50%
• Financial Services, High Tech, Telecom, Life sciences, Healthcare, or Retail industry experiences a plus.
• Passion for customer service.

CANDIDATE QUESTIONNAIRE:

If you are interested in exploring this opportunity please click on the following Questionnaire link, complete the Questionnaire and submit it to our attention.

After viewing your Questionnaire responses one of our recruiters will contact you concerning next steps.

Thank you for your interest in this opportunity.

Seal Software Group - Customer Success Manager - White Plains NY Candidate Questionnaire