Enterprise Customer Success Manager, Toronto at Harvey

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal, Professional ServicesIndustries

Requirements

Experienced professional with a background in Enterprise SaaS, legal (big law), or top tier management consulting firms
Direct experience managing large-scale technology projects
Excellent communication and strategic planning skills
Capable of influencing stakeholders at various levels
Results-driven, able to ruthlessly prioritize competing tasks and demanding customers seamlessly
Team player described as committed, collaborative, and proactive with a team-first mentality

Responsibilities

Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of AI solutions (Strategic Implementation)
Evangelize the power of LLMs by meeting with and enabling end users to adopt Harvey on a daily basis, making it a “must have” product (Training & Enablement)
Serve as the primary contact for clients with a prescriptive and consultative approach, acting as a thought partner to deliver a superior customer experience (Client Relationship Management)
Leverage adoption rates, utilization metrics, and other KPIs to drive strategies ensuring client satisfaction and high ROI (Success Metrics Management)
Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations (Advocacy and Engagement)
Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities (Customer Health Monitoring)
Relay client insights back to internal teams to aid in the continuous improvement of product and services (Feedback Loop)

Skills

Customer Success

AI Integration

LLMs

Client Training

Workflow Optimization

Strategic Implementation

Enterprise Account Management

Harvey

Custom AI solutions for law firms

About Harvey

Harvey.ai builds custom Large Language Models (LLMs) specifically designed for top law firms to help them tackle complex legal challenges. These AI models are tailored to various legal practice areas and jurisdictions, allowing firms to enhance their efficiency and accuracy in legal work. Harvey.ai's technology includes an AI chatbot developed in collaboration with Allen & Overy, which demonstrates how their solutions can streamline operations and reduce manual workloads. The company operates on a business model that combines customization fees for developing these models with ongoing subscription fees for support and updates. Unlike many competitors, Harvey.ai focuses exclusively on the legal sector, ensuring that their products meet the unique needs of elite law firms. The goal of Harvey.ai is to transform the legal industry by providing advanced AI tools that improve decision-making and operational efficiency while maintaining high standards of data security.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$200.4MTotal Funding

SERIES_CCompany Stage

Cybersecurity, LegalIndustries

201-500Employees

Risks

Over-reliance on partnerships could lead to strategic vulnerabilities if they dissolve.

LexLegis.ai's global expansion poses a competitive threat in legal research.

Rapid AI innovation and crowded CLM market may challenge Harvey's growth.

Differentiation

Harvey offers custom LLMs tailored for elite law firms' complex legal challenges.

The company provides a unified interface for legal workflows, enhancing efficiency.

Harvey's BigLaw Bench evaluates AI accuracy in legal tasks, setting industry standards.

Upsides

Partnership with Icertis enhances contract analysis and risk assessment capabilities.

Expansion into Japan with Mori Hamada Matsumoto opens new revenue streams.

Revamped GenAI Assistant improves user experience and output quality for legal professionals.

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