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Senior CX Operations Manager (Escalations & Risk)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Expert & Leadership (>10 years)
Work from: 
United States

Offer summary

Qualifications:

10+ years experience in SaaS issue management, Bachelor’s Degree in Computer Science or related field, Deep understanding of industry practices, Excellent business communication and organizational skills, Strong computer skills.

Key responsabilities:

  • Own and manage customer facing issues and escalations.
  • Drive resolution workflows across CX teams.
  • Coordinate cross-functional processes to meet customer needs.
  • Gather and report on customer feedback and risks.
  • Create and improve reporting for systemic challenges.
iManage logo
iManage SME https://imanage.com/
501 - 1000 Employees
About iManage
iManage is the company dedicated to Making Knowledge Work. Its intelligent, cloud-enabled, secure knowledge work platform enables organizations to uncover and activate the knowledge that exists inside their business content and communications. Advanced Artificial Intelligence and powerful document and email management create connections across data, systems, and people while leveraging the context of organizational content to fuel deep insights, informed business decisions, and collaboration. Underpinned by best of breed security, sophisticated workflows and governance approaches, iManage has earned its place as the industry standard through continually innovating to solve the most complex professional challenges and enabling better business outcomes for over one million professionals across 65+ countries.
See more iManage offers

Job description

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.

This is a remote position. We are a global team that leverages the latest technology to communicate with our colleagues across the globe.  When it’s safe to do so, there may be times in which this role would be required to travel to a local office for in person collaborations with your team.

Being a Senior CX Operations Manager (Escalations & Risk) at iManage means…

You are a responsible and accountable Customer Experience (CX) leader who will own, monitor, manage customer facing issues, escalations, risks and are in poor health to achieve timely resolution across the technology, engineering and field functions that contribute to the achievement of the company's customer health KPIs. You will be responsible for driving teams to develop resolution in support of the broader CX global team.

Your success in this role directly influences the creation and iteration of scalable issue resolution and escalation/risk workflows for the CX team and iManage customers. Alongside your colleagues in sales, marketing, support, product management, engineering and channel, you will work to cultivate meaningful alignment on customer resolution execution and delivery supporting bottom line impact.

iM Responsible For...
  • Collecting, managing and reporting on all identified customer issue activities and risks blocking customers from achieving deeper value. These tasks range from tracking customer issues, escalations, risk to developing actionable insights to measuring and reporting the KPIs.
  • Using metrics, reports, and business analysis to proactively identify systemic and individual customer challenges.
  • Identifying opportunities for automation or process improvement that will lead to impactful efficiencies in the day-to-day team workflows.
  • Creating processes to streamline and scale the reporting of systemic challenges to the appropriate teams who can provide a resolution. 
  • Maintaining 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.
  • Determining actionable insights from the KPI reporting including most efficient timing and messaging needed for field customer touchpoints.
  • Coordinating 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
  • Building and maintaining 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.
  • Gathering customer feedback and market intelligence to share with internal Product and Sales teams to help improve customers’ experience, efficacy, and engagement with our solutions.
iM Qualified Because I Have...
  • 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
  • A deep understanding of emerging industry practices and the ability to break down business problems into concrete, manageable, and reportable components with optimal solutions.
  • A passion for designing processes that scale, and digging into complex customer issues to create structure in ambiguous situations
  • A demonstrated ability to prioritize both individual and team initiatives
  • Strong and empathetic listening skills, including an openness to feedback from other team members and departments
  • Excellent business communication, organizational and project management skills
  • Ability to build trust with key stakeholders to drive effective resolution
  • High level of resourcefulness to be able to independently seek out resolutions
  • Strong computer skills
Bonus Points Because I have...
  • A working knowledge of iManage products
  • Knowledge of Saas and DMS technologies
  • An ability to work well independently and as part of a team
  • Experience Implementing Cloud Software
  • A PMP certification
  • Prior legal experience
  • Technical Support or Product Experience
Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways! 
 
iM Getting To… 
  • Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture. 
  • Have 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!  
iManage Is Supporting Me By... 
  • 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. 
About iManage… 

iManage is dedicated to Making Knowledge WorkTM.  Over one million professionals across 65+ countries rely on our intelligent, cloud-enabled, secure knowledge work platform to uncover and activate the knowledge that exists inside their business content and communications.   

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.  

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. How we find meaning in everything we do.  

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 
 
Learn more at: www.imanage.com  
 
Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/  

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Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Process ImprovementProject CollaborationCloud Platform SystemUser Experience (UX)Business MetricsCourt ExperienceStakeholder ManagementTechnical ManagementIssue ManagementKPI ReportingProject ManagementTechnical SupportBusiness AnalysisCustomer Relationship Management

Other Skills

  • Listening Skills
  • Verbal Communication Skills
  • Problem Solving
  • Organizational Skills
  • Data Reporting
  • Resourcefulness
  • Relationship Building
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