Customer Experience Operations Analyst

Customer Experience Operations Analyst

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. Being a Customer Experience Operations Analyst 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 wider Customer Experience 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
• Carrying out provisioning of iManage cloud services for customers and partners, ensuring that SLAs are met or exceeded
• Liaising with internal iManage teams including Cloud Operations, R&D, Pre-Sales, Sales, Legal and Product Management to ensure successful delivery of the components required for iManage Cloud solutions
• 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 CX Operations team documentation, including both internal and partner / customer-facing materials
• Proactively identifying opportunities for process improvement
• Providing analytical insights and reporting to internal and external stakeholders
• Participating in data analysis projects to help in automating our processes, establishing proper reporting, and helping our team to make better data-driven decisions

iM Qualified Because I Have

Bonus Points If I Have...

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

iManage Is Supporting Me By...

The overall US annual base salary range for this position is $80,000 - $100,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

About iManage At iManage, we are dedicated to Making Knowledge Work. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of 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 embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry's best and brightest. That's the iManage way. It's how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on 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 / #LI-AH1 #LI-Hybrid