NetDocuments is the worlds #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022 list of Inc. Magazines 5000 Fastest-Growing Private Companies in America . Other recent awards include: 2023 National Top WorkplacesTwo-time winner (2021, 2022) Top Workplace in the US by the Salt Lake TribuneTwo-time winner (2021, 2022) Utahs Best Companies to Work for by Utah Business magazine2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers2021 Top Workplace in the US by the Salt Lake Tribune for Compensation2021 Coolest Tech Companies to Work for by Dev MountainNetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! About the opportunity: NetDocuments is seeking an Onboarding Customer Success Manager. You will be the first point of contact for our new customers (after implementation), guiding them through the initial stages of their journey with our products and services. You will be instrumental in improving time to value, enabling customers to quickly realize the benefits of their investment, reducing churn within the first year, and driving product adoption. Your primary focus will be on engaging with SMB clients, understanding their needs, and maximizing their utilization of NetDocuments solutions to achieve their business objectives. This role will report to the Onboarding Manager in Customer Success. What your contributions will be: Develop and execute tailored onboarding plans for SMB clients to drive rapid enablement and adoptionProactively monitor SMB client health metrics, addressing potential issues early in the customer lifecycle.Implement strategies to enhance 'Time to Value' for SMB clients, ensuring immediate benefits from our products.Provide comprehensive training and support materials to educate SMB clients on product features and best practices.Collaborate cross-functionally to ensure a seamless transition from sales to customer success for SMB clients.Gather and leverage SMB client feedback to continually improve the onboarding process and product offerings.Maintain a deep understanding of the product to troubleshoot issues and deliver effective solutions to SMB clients.Utilize customer success technology to track SMB client interactions and progress.Mitigate churn risk for SMB clients by identifying at-risk customers and developing retention plans.Develop playbooks along the SMB client journey to promote product adoption and risk awareness.Create customer-facing content and collateral to enable success for SMB clients.What you will bring to the team: Proven track record of impacting churn and driving growth in a customer-facing roleStrong relationship-building skills with the ability to establish rapport and trust with SMB clientsExceptional organizational and communication skills, both written and verbalAbility to present effectively to internal and external stakeholders, conveying complex information in a clear and concise mannerCollaborative mindset with the ability to work effectively within cross-functional teamsCustomer Orientation with a focus on problem-solving and solution implementationBusiness Acumen with a strategi approach to customer successStrong understanding of customer success principles and practices, including onboarding, adoption, and churn reduction.Empathy and a genuine desire to solve customer problems and contribute to their success.Required Education and Experience: 4 years previous experience leading customer success, account management, or a related customer-facing role within a technology company.Bachelors degree in business discipline or equivalent years experiencePreferred Experience: Familiarity with the legal industry and its unique challengesGainsight and/or GuideCX experienceWhat you will receive: 90% healthcare premiums company coveredHSA company contribution401K match at 4% with no vesting periodFlexible time off typically 3 to 4 weeks a year, not including the 9 paid holidaysAuthenticity and accountability from leadershipConnection, access, and mentorship from exceptional leadersGrowing company with opportunities for advancementNetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.#J-18808-Ljbffr

by Jobble