Enterprise Customer Success Manager

Harvey - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

As an Enterprise Customer Success Manager at Harvey, you'll play a critical role in guiding our clients through their journey with our secure AI platform designed for professionals in law, tax, and finance. This position is pivotal in ensuring our clients not only adopt but also derive maximum value from our technology. You'll act as a trusted advisor, deeply integrating Harvey into their business processes and workflows, helping to define the future of work at top enterprises and leading law firms.

Responsibilities

• Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily basis as it becomes a 'must have' product.
• Serve as the primary contact for clients with a prescriptive and consultative approach, delivering a superior customer experience.
• Utilize adoption rates, NPS, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
• Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
• Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
• Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.

Requirements

• Experienced professionals with a background in Enterprise SaaS, legal (big law) or top tier management consulting firms and direct experience managing large-scale technology projects.
• Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
• Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
• Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.

Benefits

• A chance to be at the forefront of AI technology and innovation, directly impacting how our clients' businesses operate and thrive.
• An opportunity to contribute to the growth and direction of our Customer Success program, building out best-in-class playbooks and processes.
• A collaborative work environment that promotes growth, learning, and development.