Customer Success Operations Specialist

We offer a flexible working policy that supports the health and well-being of our iManage employees. As an organization, we value collaborating and learning from our peers in person, while providing the necessary flexibility for our employees to have a meaningful work-life balance. Please reach out to learn more. 
Being a Customer Success Operations Specialist at iManage Means… 

You will join one of our fastest growing teams and learn from subject matter experts in cloud technologies, while supporting the operations of our Customer Success and Cloud Services teams globally. Through resource coordination and maintenance of our cloud client data, you will play a key role in keeping our cloud implementation timelines on track to ultimately provide a positive customer experience. 

iM Responsible For… 

• Maintaining the integrity of cloud related customer data and contractual details into appropriate systems including Salesforce and Zendesk 
• Interfacing and providing support to internal iManage teams including Cloud Operations, R&D, Pre-Sales, Sales, Legal and Product Management to ensure successful delivery of the components required for an iManage Cloud implementation 
• Coordinating schedules with internal resources and partners to ensure successful delivery of cloud implementation in a timely manner 
• Creating and maintaining NPS templates, analyzing responses and trends, and reporting results and trends to internal stakeholders 
• Providing partner support and follow-up to inquiries via email on behalf of Customer Success Managers when needed 
• Managing the Customer Success team documentation, including both internal and partner/customer facing materials 
• Participating in data analysis projects to help in automating our current processes, establish proper reporting metrics, and help our team to make better data-driven decisions 
• Providing project status updates and analytical insights to internal and external stakeholders as needed 

iM Qualified Because I Have… 

• A strong attention to detail 
• Strong written and verbal communication skills 
• A curiosity to learn a full range of technology platforms and an ability to apply new skills rapidly 
• Proven the ability to work with a team in a fast-paced environment 
• A passion for customer satisfaction and excellent customer service skills 
• Project management skills 
• Experience with Salesforce and Microsoft Office applications 

Bonus Points If I Have... 

• Experience working within a cloud technology environment 

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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