iManage is hiring a
Senior CX Operations Manager

Summary

Join iManage as a Senior CX Operations Manager (Escalations & Risk) in a remote position. Responsible for managing customer issues, escalations, risks, and driving resolution. Requires 10+ years’ experience in technical or issue management in a SaaS environment, a Bachelor’s Degree in Computer Science, Information Management, or the equivalent.

Requirements

• A minimum of 10+ Years’ experience in technical or issue management in a SaaS environment
• A Bachelor’s Degree in Computer Science, Information Management, or the equivalent

Responsibilities

• Own, monitor, manage customer facing issues, escalations, risks and achieve timely resolution across technology, engineering and field functions
• Drive teams to develop resolution in support of the broader CX global team
• Collect, manage and report on all identified customer issue activities and risks blocking customers from achieving deeper value
• Use metrics, reports, and business analysis to proactively identify systemic and individual customer challenges
• Identify opportunities for automation or process improvement that will lead to impactful efficiencies in the day-to-day team workflows
• Create processes to streamline and scale the reporting of systemic challenges to the appropriate teams who can provide a resolution
• Maintain the impact reporting and resolution to be leveraged by the Customer Experience team including but not limited to dashboards and regular trend analysis to support executive insight
• Determine actionable insights from the KPI reporting including most efficient timing and messaging needed for field customer touchpoints
• Coordinate cross-functional processes which deliver on customers’ needs, including processes for CSMs to relay customer feedback and analytics to the Product and field teams, align with the Support team on resolution of major cases and report bugs to the Engineering team, provide feedback to Sales on the readiness of our customers, help the Onboarding team overcome any delays in implementation
• Build and maintain strong working relationships with colleagues in Sales, Marketing, Support, Product Management and Partner Enablement as well as our Partner organizations to cultivate cooperation to identify and resolve customer challenges

Benefits

• Flexible work hours that allow me to balance my ‘me time’ with my work commitments
• Collaborate in a modern open plan workspace, with a gaming area, free snacks, drinks and regular social events
• Focus on impactful work, solving complex, real challenges utilizing the latest technologies and protocols
• Own my career path with our internal development framework. Ask us more about this!
• Learn new skills and earn certifications with access to unlimited courses in LinkedIn Learning
• Join an innovative, industry leading SaaS company that is continuing to grow & scale!
• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data
• Rewarding me with an annual performance-based bonus
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%
• Giving access to HealthJoy, a healthcare concierge service, to help me maximize my health benefits
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset
• Caring for my mental health and well-being with multiple company wellness days and free access to the Healthy Minds app for mindfulness, meditation and more