Manager, Professional Services

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence 

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work. 

Overview: As a Manager, Professional Services at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession. 

Key Responsibilities: 

• Develop and implement strategies for the professional services team to achieve business objectives. 

• Lead, mentor, and develop a high-performing team of service professionals. 

• Build and maintain strong relationships with key clients to understand their needs. 

• Ensure high levels of client satisfaction through effective service delivery. 

• Oversee the planning and execution of projects to ensure timely and quality delivery. 

• Implement best practices and processes to enhance service efficiency and effectiveness. 

• Establish and track key performance indicators (KPIs) to measure success. 

• Provide regular reports and insights to senior management on service performance and outcomes. 

• Collaborate with sales, product, and engineering teams to ensure alignment and integration. 

• Drive initiatives that foster collaboration and synergy across departments. 

• Identify opportunities for improving service delivery and client satisfaction. 

• Stay updated on industry trends and advancements to inform strategic decisions. 

• Drive initiatives that accelerate customer Time‑to‑Value (TTV) by optimizing onboarding, implementation processes, and delivery best practices. 

• Monitor and analyze customer sentiment, leveraging feedback and engagement trends to inform service improvements and strategic decisions. 

• Partner with cross‑functional teams to proactively address sentiment drivers and reinforce a consistently positive customer experience. 

• Implement frameworks and KPIs that measure and improve TTV, adoption milestones, and customer satisfaction outcomes. 

• Ensure service delivery practices are aligned to enhancing both immediate and long‑term customer value realization. 

Qualifications: 

• Bachelor's degree in business, Eng