Senior Customer Success Manager - Public Sector

19894 Wilmington, Delaware Relativity

Posted 2 days ago

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Job Description

Posting Type

Remote/Hybrid

Job Overview

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.

The Senior Customer Success Manager develops trusted-advisor relationships to drive success with our largest, most complex accounts. This specific role will work with our Public Sector accounts. You will consult with each account to identify ROI opportunities and utilization blockers, building annual success plans to capture and satisfy these objectives. You will coordinate with teams across the business to achieve these goals and create cross-organizational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, ensuring resolution of technical issues, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.

The Senior Customer Success Manager will also develop best practices and new playbooks based on customer trends, while serving as a mentor, in action and by example, to your colleagues. You will analyze data and work with your manager to identify opportunities for new processes that will accelerate success for the team.

Job Description and Requirements

Your Role in Action

  • Create Shared Value

  • Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.

  • Identify and record"Verified Outcomes" (wins) when ROI is confirmed by the account.

  • Plan and deliver Business Reviews to align with account and Relativity leadership on achieved and targeted ROI.

  • Represent the customer's voice back to Relativity, proactively utilizing "feedback loop" processes to foster a company-wide culture of customer success

  • Regularly analyze customer usage and account health to reduce any renewal risk or product churn while identifying potential up-selling opportunities

  • Innovate New Success Motions

  • Pilot new repeatable playbooks and best practices before they are rolled out to the broader CSM organization

  • Propose and create new repeatable playbooks to address newly identified ROI opportunities and utilization blockers

  • Orchestrate Across Departments

  • Project manage complexplans, such as onboarding new products or enabling account success with non-standard use cases.

  • Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements

Your Skills

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

  • 3 years of litigation support experience (Relativity Administrator experience preferred)

  • Expertise managing key accounts in a customer-facing role

  • Experience in the software technology sector

  • Proven success independently managing complex projects

  • Excellent business writing and presentation skills

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

  • Enthusiasm to continuously innovate in service of our customersand be a change agent within the business.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$82,000 and $124,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

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Solution Advisor Senior Specialist, Public Sector (SLED)

19073 Willistown, Pennsylvania SAP

Posted 12 days ago

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Job Description

**We help the world run better**
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**Location:?** Any USA SAP Office Location
**What you'll do:**
In Solution Advisory, we listen and get to know a customer's business. We learn what needs to change and why. We help business leaders ideate and think through what is possible. We help them envision how technology and automation can support their winning strategy. We connect their vision and needs to a solution designed with SAP Cloud applications and technologies.
That's where YOU come in.
As the Solution Advisor (SA), you will be the go-to person for any solution or product questions in customer-facing presentations and demonstrations. You will leverage your deep expertise in specific solutions to support the entire sales cycle, from identifying opportunities to post-sale customer support. Additionally, you will assist customers in expanding their current SAP footprint to maximize value for their organization. You will be the SAP subject matter expert for customers and sales within your domain.
+ Actively support our regional sales colleagues in enabling them to articulate a clear value proposition around our solution portfolio.
+ Engage with our sales and demand organizations to provide solution knowledge and demonstrations when required throughout any relevant sales cycle.
+ Lead the solution sales cycles in **Public Sector; State, Local and Higher Education** industries.
+ Conduct discovery sessions in advance of a demonstration or key presentation with representatives from the prospective customer to build relationships and understand their unique needs.
+ Drive a prescriptive outcome with your customers in partnership with the account team.
+ Be the face of SAP and bring the solution to life through visual storytelling and demonstrations.
+ Effectively present to customers remotely using virtual and digital technologies or in person using Best Run Demo presentation skills.
+ Represent SAP's current cloud solutions and future direction.
+ Demonstrate industry knowledge to maintain credibility with prospective customers.
+ Position SAP considering the competitive landscape.
+ Speak about technical topics in every-day language.
+ Develop a reputation for excellence in customer engagement.
+ Collaborate on strategic internal projects.
+ Assist customers with renewal & consumption activities.
+ Have fun discussing the art of the possible with customers, leading them through memorable and fun experiences, and helping them and SAP win!
**What you bring:**
+ Strong presentation and communication skills with executive presence.
+ SAP product experience or competitive ERP product experience preferred.
+ Professional experience in Public Sector; State, Local or Higher Education preferred.
+ 3-5 years relevant experience in one of Finance & Accounting.
+ Experience in finance transformations and ERP implementations.
+ Focus on creating compelling storylines and themes for customer interactions.
+ Ability to quickly understand customer business goals and ensure they are at the center of recommended solutions.
+ Passion and energy in all customer interactions.
**Meet your team:**
We foster a supportive team environment and work as integral members of SAP account teams which serve our customers. You would be joining one of the most elite presales teams in North America. You will work with some of the most innovative technologies in the industry. You will be empowered and supported to do what is right for our customers while expressing your digital creativity and ingenuity. Our Solution Advisors shine doing what they love to do - help people, tell stories, and connect opportunity to a solution.with PASSION!
+ Customer Advisory: Listen to customer challenges, solve for them using SAP solutions, maintain rapport and credibility with customers.
+ Customer Advocate: Collaborate to complement solution expertise and support customers.
+ Implementation Partner/Customer Services & Delivery: Efficiently transition customer engagement for successful deployment and realization of solution value.
+ SAP Account Teams: Share best practices and collaborate on providing solutions and services support across the entire customer journey.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
**Compensation Range Transparency** : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 137300 - 294000 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits ( .
Requisition ID: 416733 | Work Area:Presales | Expected Travel: 0 - 50% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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Government and Public Sector - Service Support Desk Analyst

19127 Whitehall Borough, Pennsylvania EY

Posted 12 days ago

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Job Description

At EY, we're all in to shape your future with confidence.
We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
From strategy to execution, the Government & Public Sector practice of Ernst & Young provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans, and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world.
**The opportunity**
Ernst & Young (EY) US Government and Public Sector (GPS) practice is a robust and emerging practice with tremendous potential for growth - and we are prepared to tap into that potential. Our US GPS practice combines an understanding of the public sector's diverse needs, focused on delivering improved public services, with private sector leading practices. We are seeing tremendous growth within the GPS team and there is a great need for rising leaders. Unprecedented challenges require us to be connected, responsive and insightful. Are you ready to join our team and help build a better working world?
We are seeking a **Service Support Desk Analyst** to support our growing team.
**Your key responsibilities**
+ Provide technical help desk support to customers calling the Service Support Desk (i.e., Help Desk) to resolve problems or issues with the IDMS and/or EIWS, as well as troubleshoot connectivity and other user problems related to:
+ Initiating the chain of trust for identity proofing and providing trusted services to confirm employer sponsorship, binding the applicant to their biometric, and validating the identity source documentation; and HSPD-12 Program and Card Management Support Services
+ Initializing PIV cards with appropriate software and data elements for the requested identity verification, personalize the cards with the identity credentials of authorized subjects, and deliver the personalized cards to the authorized subject along with appropriate instructions for protection and use.
**To qualify for the role, you must have**
+ Ability to work in a high-demand, fast-paced environment.
+ Excellent verbal, interpersonal, and written communications skills.
+ Able to effectively communicate technical requirements for programs.
+ Team oriented individual who is able to work with multiple sizes of groups or departments, as well as a diverse group of individuals
+ Strong oral and written communication skills and the ability to present a polished,
+ professional, and diplomatic image to clients
+ Willingness to work until the job is done- and commitment to the mission
+ Strong attention to detail and organization skills
+ Strong analytical and interpersonal skill (Software knowledge requirement)
+ Proficient in windows based software including Word, Excel, Power Point, Visio
+ Ability to work at every level of the organization, from team members to top level executives
+ Ability to work at every level of the organization, from team members to top level executives
+ US Citizenship required.
**Ideally, you'll also have**
+ **Clearance:** Active DHS clearance
**What we look for**
We're interested in highly motivated, talented individuals with a strong willingness to think outside of the box and continue to learn. You can expect plenty of autonomy in this role, so you'll need the motivation to take initiative and seek out opportunities to improve our current relationships and expand our business in the evolving market. If you're serious about consulting and ready to take on some of our clients' most complex issues, this role is for you.
**What we offer you**
At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more .
+ We offer a comprehensive compensation and benefits package where you'll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $32,900 to $4,300. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is 39,600 to 61,700. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
+ Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
+ Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
**Are you ready to shape your future with confidence? Apply today.**
EY accepts applications for this position on an on-going basis.
For those living in California, please click here for additional information.
EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.
**EY | Building a better working world**
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law?
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY's Talent Shared Services Team (TSS) or email the TSS at .
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