- Company Name
- DISCO
- Job Title
- Manager, Professional Services
- Job Description
-
Job Title: Manager, Professional Services
Role Summary: Owns daily management of London‑based Data Operations and DISCO Desk teams, delivering high‑quality technical support and consulting to clients. Drives team performance, client escalation resolution, process standardization, and cross‑functional collaboration to scale the Professional Services offering.
Expectations:
- Lead, hire, coach, and develop a team of 5+ members, ensuring coverage, performance, and continuous improvement.
- Serve as the primary point of contact for client escalations, maintaining positive outcomes and exceeding turnaround time targets.
- Partner with Customer Success, Sales, Product, and other PMO leaders to align service delivery with business goals.
- Own documentation, metrics analysis, and standardization of workflows, and present findings to executive audiences.
Key Responsibilities:
1. Team Management: schedule coverage, conduct 1:1s, performance reviews, hiring, and administrative oversight (time entries, approvals).
2. Client Relationship & Escalation Management: resolve complex technical issues, explain solutions client‑friendly, and maintain high satisfaction.
3. Process Improvement & Documentation: author and maintain standardized processes, identify improvement opportunities, implement solutions with product and engineering.
4. Systems & Tools Oversight: train new hires on DISCO, Relativity, Everlaw, etc.; manage Salesforce/JIRA usage; monitor billable time and metrics.
5. Go‑to‑Market Collaboration: collaborate with Sales on proposals and coverage, provide client feedback to improve service experience.
Required Skills:
- Leadership & people management, experience building/scale global eDiscovery teams.
- Deep technical knowledge of eDiscovery platforms (DISCO, Relativity, Everlaw, Logikull, Recommind, Catalyst).
- Client‑facing consulting with a strong, consultative approach; ability to translate technical concepts.
- Process ownership, documentation creation, workflow analysis, and SOP development.
- Proficiency with Salesforce, JIRA, and related project/product tools.
- Expertise in digital forensics, analytics/AI, workflow consulting, electronic discovery, or related fields.
Required Education & Certifications:
- Bachelor’s degree or equivalent in Computer Science, Information Technology, Business, or related discipline.
- Professional certifications in eDiscovery, data analytics, or project management are advantageous (e.g., GCFA, EC-Council, PMI, or similar).