Job Specifications
Your Impact
The Manager, Professional Services is an integral part of both internal leadership and coaching, as well as actively providing our clients a truly unique blend of technical support and consulting, software expertise, and data handling and coordination. They hire and develop team members, ensure the team responds to client needs in a timely manner with excellence in service delivery, manage escalations with clients and sales, and handle performance management of the organization. They calibrate the team and associated services while continuing to grow and scale the group. Their leadership is a key part of the continued growth and evolution of the DISCO professional services offering.
What You'll Do
Team Management: Provides day-to-day management and oversight of the London-based Data Operations and DISCO Desk teams, including performance management, hiring, and workload management. Conducts regular reviews of team interactions with clients to ensure quality, identify areas for improvement/training, and improve the delivery of technical support. Manages the team schedule for proper coverage, conducts regular 1:1s with each team member, and supports all administrative needs for the group, including review and approval of time entries. Provides leadership of internal development initiatives focused on driving efficiency, consistency, and quality for the department. Develops and supports a culture of continuous improvement by providing training and soliciting input from team members around key process changes.
Client Relationship Management and Service Delivery: Supports team member interactions with clients and serves as the day-to-day point of contact for escalations related to service delivery to successfully resolve client issues with a positive outcome. Acts as the client-facing resource for escalation calls, explaining complex technical issues in a client-friendly manner. Builds relationships and works in partnership with Customer Success, Review, Sales, other leaders within Professional Services, and the company as a whole to ensure clients have a seamless experience with our team. Meets and exceeds internal and client expectations with regard to turnaround times and service delivery, with a relentless focus on the quality of client’s experience working with DISCO.
Process Improvement, Documentation, and Standardization: Leads efforts to create documentation on standardized processes and workflows. Conducts regular review of team interactions with clients to ensure quality, identifying areas for improvement and training to enhance the delivery of technical support. Meets regularly and collaborates with the Product team on feature requests, design, and rollout. Identifies opportunities for improvement, proposes solutions, and participates in implementing the solutions. Analyzes metrics, compiles reports, and presents them to an executive audience.
Systems and Tools Management: Provides role-specific training for new members of the Data Operations, DISCO Desk and other Professional Services teams. Manages and consults on all areas of systems and tools used by Professional Services, driving improvements forward. Manages the team's billable time and metric review, including review, approval, and feedback on time entries to ensure consistent standards. Participates in month-end billing tasks related to time entry approval.
Go-To-Market Collaboration and Client Satisfaction: Partners with Sales on client escalations, coverage, proposals, workflow needs, and receive feedback to improve client experience. Works in conjunction with other Professional Services, Customer Experience, and Go-To-Market leaders on departmental initiatives to improve client satisfaction and the quality of our client’s experience.
Who You Are
2+ years experience in leading data operations teams of 5 or more.
5+ years of experience in the ediscovery industry.
5+ experience working in or supporting ediscovery platforms such as DISCO, Relativity, Everlaw, Logikull, Recommind or Catalyst.
1+ years experience building, managing and scaling global eDiscovery teams.
1+ years experience working for a software company.
1+ years experience with Salesforce or JIRA.
1+ years experience creating technical documentation 5+ years expertise with digital forensics, analytics/AI, workflow consulting, ECA, or other ediscovery workflow expertise.
Even Better If You Have...
Consummate problem-solver with a strategic mindset with a self-starting, action-oriented approach and strong sense of urgency.
Proven people manager who motivates and develops team members, and enables them to become more effective and take on more significant responsibilities over time.
Excellent client management skills, with a strong consultative approach as well as deep ediscovery subject matter expertise, which makes you effective in guiding and managing clients.
Passionate about Professional Services, quality of service delivery, and providing exceptional client sa