Operations Manager, Customer Success and Support
Overview
kCura is a global company with team members who are driven by our customers to build exceptional software for them to use every day. Our product, called Relativity, handles large volumes of data and helps corporations, law firms, and government agencies solve their own unique data problems.
The way we work together is centered on our core values of collaborating, communicating, pushing to exceed expectations (even our own), being humble, and having fun while we do it. We enjoy ourselves, give back, and work (and play) hard together. If this sounds like the place for you, check out the details of this position below.
As an Operations Manager, Customer Success and Support, you will be responsible for assisting the Vice President in overseeing the operations of the Customer Success and Support teams. The Operations Manager, Customer Success and Support provides direction and applies company policies to broader team(s) or sub-department, is responsible for the professional development of their reports, and is the subject matter expert for the communications in which they are involved.
Responsibilities
- Improve the operational systems, processes and policies in support of department’s mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
- Manage and increase the effectiveness and efficiency of Support and Success through improvements to each function as well as coordination and communication between success, support and business functions.
- Play a significant role in long-term planning, including an initiative geared toward operational excellence.
- Oversee overall financial management, planning, systems and controls.
- Manage the renewal and churn administration and analysis.
- Have in depth expertise of operational metrics pertaining to customer support and customer success.
- Regular meetings with VP around operational health and planning.
- Assist in the development of a customer support QA program.
- Assist in ensuring that the policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets are followed properly; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
- Work closely and collaboratively with all teams in the department.
- Oversee operations team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality.
- Prepares reports for monthly metrics, provides analysis and suggests improvements.
- Prepares reports of renewal and churn analysis and creates customer health algorithms.
- Provide excellent customer service using the communication methods designated by kCura.
- Responsible for Salesforce and Gainsight systems in success and support.
- Provide direction and apply company policies to broader team(s) or sub-department.
- Translate business objectives and determines how to use resources to meet schedules and goals.
- Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
- Responsible for Customer Success and Support policies and procedures and making recommendations for improvement
- Develop and administer schedules and performance requirements
- Assist in creating meeting agendas and presentation preparation
- Acts as liaison with Internal Technology to resolve systems issues
- Demonstrate kCura Management Competencies (Embodies Personal Learning, Builds High-Performing Teams, Aligns Goals with Strategy, Makes Effective Decisions) in daily work, and seeks opportunities to apply and enhance management skills to create sustainable success for kCura
- Understands and is well versed in ITIL.
Qualifications
Minimum Qualifications:
- BA/BS in Computer Science or related discipline, or at least seven years direct experience supporting clients as a primary contact or lead using phone and/or email
- At least three years effectively leading a team or department
- Ability to travel 10% of the time
Preferred Qualifications:
- ITIL knowledge depth
- Client-focused and ability to understand expectations
- Relativity experience not a requirement, but a plus
- Professional written and verbal communication skills
- SQL and Windows platform experience
- Salesforce and Gainsight experience
- Ability to manage multiple tasks and projects
- eDiscovery/eDisclosure knowledge and industry experience a plus
About Us
Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.
If you’re ready to grow with us, we’d love to hear from you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.