Malbek

Customer Success Manager

• Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization
• Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition
• Build success plans connecting business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities
• Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance
• Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise
• Lead customer health reviews, executive business reviews, and strategic sessions communicating progress, value, risks, recommendations, and next steps
• Support change management, governance, stakeholder readiness, and sustained adoption
• Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers
• Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes
• Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs
• Ensure customers achieve steady-state adoption, measurable business value, clear governance, and successful long-term partnerships

Support Engineer

• Lead consulting, solutioning, and configuration for full-cycle implementation projects from discovery through deployment
• Architect complex workflow automation and approval matrices
• Design and configure solutions to meet customer use cases and requirements
• Lead data migration strategies and execution from legacy systems
• Create and maintain contract templates, playbooks, and clause libraries
• Advise customers on using AI features to maximize solution adoption and value
• Solution and participate in system integration activities with enterprise platforms
• Lead business and functional analysis for integrations between Malbek and enterprise applications
• Define integration requirements, business rules, data mappings, field mappings, transformation logic, and end-to-end data flows
• Collaborate with customer IT teams, integration architects, developers, and third-party vendors
• Develop and maintain integration specifications, interface documentation, API requirements, mapping documents, and functional/technical specifications
• Conduct business process analysis and optimization workshops
• Perform QA testing and validation of configured solutions
• Develop integration test scenarios and support SIT, UAT, troubleshooting, and production validation
• Document technical specifications and configuration decisions
• Facilitate product training
• Analyze integration issues, identify root causes, and coordinate resolution across functional, technical, and customer teams
• Guide customers through best-practice recommendations
• Potentially lead smaller-scale implementations as project manager
• Translate complex business and integration requirements into actionable specifications for implementation and development teams

Customer Success Manager

Technical Analyst