Cloud Services Manager - Cloud Onboarding

| Chicago

Overview

iManage LLC is searching for a Cloud Services Manager – Cloud Onboarding to be responsible for the day to day iManage Cloud Customer Portfolio deployment planning, management including overall Cloud customer satisfaction and reference-ability. This position will be responsible for Cloud customer account administration, support, and direction while ensuring day-to-day operational success. In addition, the Cloud Services Manager interfaces directly and provides guidance to the iManage Cloud customer’s implementation services provider (iManage Partners), including key stakeholders such as the project manager, business sponsor, networking, and operations teams to ensure iManage Cloud onboarding success. This position will work closely with the internal iManage team such as Cloud Operations and Cloud Support team to ensure continuity when a customer transitions from implementation to ongoing operations in the iManage Cloud. This position also interfaces directly with iManage pre-sales, sales, legal, cloud operations, technical support and engineering teams on behalf of the iManage Cloud customer and is ultimately responsible for overall iManage Cloud customer care.

Responsibilities

  • Provide day to day management of assigned cloud onboarding portfolio for project tasks and communications
  • Proactively manages the relationship with internal and outsourced iManage Cloud implementation partners and customers, including setting expectations regarding deliverables and schedules; ensuring that the project team members are effectively communicating and collaborating
  • Establishes and maintains a business relationship with the iManage Cloud customer as well as the customer’s implementation team to ensure customer satisfaction with the implementation; serves as the first line of response for customer escalations during implementation
  • Interfaces with internal iManage teams to ensure successful delivery of the components required for an iManage Cloud implementation including iManage CloudOpS, Networking, R&D, Pre-Sales, Sales, and Product Management.
  • Maintain cloud related customer data in appropriate systems including: Salesforce, DevOps, ZenDesk, etc.
  • Listen to customer and partner feedback and resolve any issues or conflicts
  • Assist with developing relationships with onboarding customers/partners that promote retention and loyalty.
  • Ensures that new customers are referenceable 60 days after go-live for new deployments and upgrades
  • Learning and supporting iManage Cloud Product lines for customer onboarding
  • Educate iManage cloud implementation partners for cloud onboarding processes

Requirements

  • Bachelor’s Degree in Business, Business Administration, Information Management, Computer Science or the equivalent
  • Minimum 3-5+ Years’ experience managing software implementation projects
  • Project Management
  • SaaS/PaaS implementation
  • Excellent business communication, organizational and project management skillset
  • Strong computer skills
  • Excellent time management and decision-making skills

Qualifications

  • Advanced degree in Business Administration, Information Management, Computer Science or equivalent
  • 7-10 years managing software implementation projects
  • Working knowledge of iManage products
  • Use of SalesForce and ticketing systems
  • Team player; works well independently and as part of a team
  • PMP certification

About iManage

iManage transforms how professionals in legal, accounting and financial services get work done by combining the power of artificial intelligence with market leading document and email management. iManage automates routine cognitive tasks, provides powerful insights and streamlines how professionals work while maintaining the highest level of security and governance over critical client and corporate data. Over one million professionals at over 3,000 organizations in over 65 countries – including more than 2,000 law firms and 500 corporate legal departments – rely on iManage to deliver great client work.

Learn more at: www.imanage.com 

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases

Location

Located a short walk from Chicago's major train stations and transit lines. Not to mention just down the street from West Loops trendiest restaurants!

What are iManage Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
iManage's game room is filled with Ping Pong, Foosball and many board games. Play at your own risk; The ping pong table gets COMPETITIVE!
Some Meals Provided
Every Monday and Friday we bring in breakfast for the office. Monday and Tuesday fresh fruit is delivered!
Happy Hours
Professional Development Benefits
Job Training & Conferences
Every year we set aside a budget for each department to spend on further education and development opportunities. Continuous learning is core to who we are!
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