Jobs and Careers

Customer Experience Operations Analyst

United Statesfull_timeVerifiedPosted 4 Sept 2025

💰 $100,000/yr($80,000/yr – $100,000/yr)

About the role

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. 
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