Customer Experience Operations Analyst

Chicago, IL
$80,000-100,000 per year
Permanent
Full-time

5 hours ago
Apply easily

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…

A strong attention to detail
Strong written and verbal communication skills
A curiosity to learn a full range of technology platforms and an ability to apply new skills rapidly
Proven the ability to work with a team in a fast-paced environment
A passion for customer satisfaction and excellent customer service skills
Project management skills
Experience with Salesforce and Microsoft Office applications

Bonus Points If I Have...

Experience working within a cloud technology environment
Development (coding, scripting) experience
Knowledge of iManage solutions
Knowledge of Totango, Gainsight or other Customer Success platform

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…

Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
Own my career path with our internal development framework. Ask us more about this!
Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
Enjoy flexible work hours that empower me to balance personal time with professional commitments.
Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

iManage Is Supporting Me By...

Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
Rewarding me with an annual performance-based bonus.
Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
Having multiple company wellness days each year to prioritize mental health and well-being.
Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

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.iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to careers@imanage.com so our team members can review.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:Please see our privacy statement for more information on how we handle your personal data:#LI-AH1
#LI-HybridPowered by JazzHR

iManage