Client Success Operations Specialist

DISCO

  • Full Time

Your Impact

The Client Success Operations Specialist is responsible for enablement of the Client Success team. You will partner with department leadership and systems owners to operationalize and analyze the activities of the Client Success organization.  DISCO’s Client Success team is laser focused on growing user-ship and improving account health through the use of strategic Adoption Plays and user outreach. You will build processes while providing analysis to department management and ensuring each Client Success team member is equipped to perform their activities efficiently and effectively. This is a mission critical role for DISCO during one of our most ambitious years ever. You will help DISCO to build an incredible brand through delighting customers on a daily basis.

What You'll Do

  • Build and disseminate best practices for managing end-user outreach cadences 
  • Partner with Product Marketing to ensure outbound messaging is aligned with active campaigns
  • Maintain department projects in kanban holding leaders accountable to deliverables
  • Own resources, such as documentation and the Client Success Toolkit, creating consistency with team activities internal and external
  • Serve as cross-departmental lead when mapping new sales, marketing, product and professional services initiatives to the Client Success function
  • Create and provide standard metrics analysis to Client Success team members and managers, in partnership with DISCO’s Business Intelligence and Sales Excellence teams
  • Manage account territory assignments based on utilization and outcome metrics
  • Oversee processes and reporting for rolling initiatives such as engagement contests
  • Assist with scoping and deployment of future client success platform (i.e. Gainsight, ChurnZero)
  • Drive continuous improvement of all Client Success operational functions
  • Support individual contributors with data gathering and presentation prep

Who You Are

  • BS/ BA degree or equivalent experience
  • Strong project management and operations background with at least 5 years of operations experience for client success, account management, or sales for a rapidly growing software or SaaS company
  • Experience managing work priorities in tools such as Trelo and Asana
  • Extensive experience with data tools such as Salesforce.com, QuickSight/Tableau, Excel, etc.
  • Excellent presentation and communication skills (oral and written).
  • Customer-centric thought process with the ability to provide process improvement to the client experience
  • Technologically savvy
  • Experience with enablement of field resources such as client success, account management or sales professionals.
  • Highly analytical with experience manipulating data to create insights and inform business decisions.
  • Ability to thrive in a fast-paced environment
  • Project Management experience to set deadlines, form ad hoc teams, define outcomes, etc.

Even Better If You Have…

  • Have experience with ediscovery or other legal operations
  • Previously worked in a SaaS organization which also provided professional services surrounding the core software products
  • Have worked in a rapidly scaling organization with multiple products

Perks of DISCO 

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k) 
  • Competitive salary plus RSUs
  • Flexible PTO 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

Perks of DISCO 

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k) 
  • Competitive salary plus RSUs
  • Flexible PTO 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

About DISCO

DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters. 

Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us! 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note that DISCO has a mandatory COVID vaccination policy which requires all employees in the U.S. to be fully vaccinated, subject to applicable legal exemptions.

 

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