Customer Success Manager, Helix

Practice Group: Helix 

Term: Permanent
Reports to: Head of Consulting, Helix
Location: London
Reference no: 7201

*Please note this is a role which oversees the operational management of a legal team - experience of law is not required.

Purpose of Role

The legal services market is experiencing a period of significant change, driven by growing expectations, new technology and an evolving competitor market place. Our clients are increasingly looking for new approaches to satisfy the needs of their legal challenges.

We are looking for a Customer Success Manager in our growing Dentons Helix team who will be responsible for growing client relationships, making clients feel valued, and ensuring that the services we offer are meeting and surpassing their needs. 

You will work closely with the Helix Management Team, Clients, Partners and Associates across the firm as we look to uphold and expand our premium managed service offering to a range of clients. Our goal is to focus on all aspects of delivery, process improvement and innovation, providing clients with an exceptional level of service throughout the client lifecycle.

Responsibilities

• Support new clients throughout their on-boarding journey.
• Set a vision for success with clients.
• Build and maintain close relationships with clients.
• Be the "voice of the customer".
• Ensure customers receive the tools and support needed to achieve their goals.
• Work with the wider Helix teams to support on continuous improvement initiatives with clients.
• Track customer success / retention metrics.
• Support and follow up on renewals.
• Proactively guide customers to achieve their goals using Dentons' services.

Skills & Experience 

• A strong academic record is essential.
• At least 5 years of customer success experience or similar.
• Innovation mindset – able to think outside the box and solve problems with creativity.
• Excellent communication skills, both verbal and written.
• Exceptional people management skills.
• Proactive, flexible and collaborative approach, a can do attitude, and ability to function effectively and efficiently in a fast moving environment.
• The ability to work effectively with client contacts to understand their requirements.
• Experience working with delivery teams such as project managers / project analysts etc.
• Highly organised with the ability to prioritise and manage tasks in a fast paced and dynamic environment.
• Strong influencing skills and ability to work positively and sensitively with senior stakeholders.
• Experience delivering large or high value projects and programmes.
• Confidence with technology, with strong proficiency in Excel, Word, PowerPoint and Outlook.

Firm Profile

Across more than 80 countries, Dentons helps you grow, protect, operate and finance your organisation by providing uniquely global and deeply local legal solutions. Polycentric, purpose-driven and committed to inclusion, diversity, equity and sustainability, we focus on what matters most to you. www.dentons.com

Inclusion and Diversity

We are committed to building an inclusive culture here at Dentons where our people can thrive, regardless of their background or circumstance. As well as being the right thing to do, it makes good business sense too. A richness of backgrounds, experiences and perspectives helps us best serve our clients and the communities in which we operate. You can find out more about inclusion and diversity at Dentons here: Inclusion and Diversity.

Equal Opportunities

Dentons is committed to providing equal opportunities for all. We welcome applications from everyone including of any age, ethnicity, religion, sex, sexual orientation, gender identity, nationality, neurodiversity, disability, or with parental or caring responsibilities. We also offer flexible working hours.

During the application process, all applicants have the opportunity to tell us about any adjustments or support they require so they are able to perform at their best. Any information you share with us during the application process is treated in confidence.

If you have any questions about this or the role criteria, please email recruitment.matters@dentons.com. 

NO AGENCIES PLEASE

If you are interested in applying for this position, we welcome direct applications via our careers page, but if you have any questions beforehand, please email  recruitment.matters@dentons.com. Enquiries only please – applications will not be accepted via email.

Please note that we will not accept unsolicited CVs sent to the business, nor will we accept any associated terms of business.