Senior CX Escalations & Risk Program Manager

Being a Senior CX Escalations & Risk Program Manager at iManage means…

You are a responsible and accountable program manager who will drive and manage key initiatives within the Customer Experience (CX) Risk & Escalation Management team. The CX Risk & Escalation team owns, monitors and manages customer facing issues, escalations and risks in order to achieve timely resolution across the technology, engineering and field functions that contribute to the achievement of the company's customer health KPIs. This is a unique opportunity to be a part of a new growing domain within iManage, where your contributions will have a significant impact.

As a Senior Escalations & Risk Program Manager, you will work closely with the Senior CX Risk & Escalation Manager to ensure the successful design and execution of programs that enhance customer satisfaction, streamline internal processes, and improve overall customer health. Your ability to coordinate cross-functional teams, manage complex projects to address systemic challenges, and deliver impactful results will be essential to your success in this role.

iM Responsible For...

• Leading and managing multiple CX Risk & Escalation Management initatives from inception to completion, ensuring alignment with business goals and customer needs.
• Collaborating closely with Product, Support, Engineering, Sales, Customer Experience, and Partner Enablement teams to ensure seamless execution of projects and programs
• Identifying opportunities for process optimization and automation to enhance efficiency and effectiveness within risk and escalation management
• Monitoring, managing, and reporting on risks and escalations that are impacting customer satisfaction and health
• Developing and maintaining dashboards, reports, and KPIs to track performance of programs and to provide actionable insights to stakeholders
• Gathering and analyzing customer feedback to inform program improvements and drive customer-centric solutions
• Building and maintaining strong relationships with internal and external stakeholders to ensure successful program outcomes

iM Qualified Because I have...

• A minimum of 7+ Years experience in technical operations or issue management in a SaaS environment
• A passion for designing processes that scale, and digging into complex customer issues to create structure in ambiguous situations
• Strong and empathetic listening skills, including an openness to feedback from other team members and departments
• Excellent business communication, organizational and project management skills
• Ability to build trust with key stakeholders to drive effective resolution
• High level of resourcefulness to be able to independently seek out resolutions
• Strong computer skills
• A Bachelors Degree or equivalent experience

Bonus Points Because I have...

• A working knowledge of iManage products
• Knowledge of Saas and DMS technologies
• Project Management Certifications

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 lev