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For Companies At a Glance
- Tasks: Lead and manage a dynamic team while delivering exceptional client service and technical support.
- Company: Join DISCO, a revolutionary tech company transforming the legal industry.
- Benefits: Enjoy competitive salary, medical benefits, RSUs, and a fun, inclusive work environment.
- Other info: Great growth opportunities and a chance to be part of a game-changing startup.
- Why this job: Make a real impact in a fast-paced role that combines leadership with innovative technology.
- Qualifications: Experience in leading teams, eDiscovery platforms, and excellent client management skills required.
The predicted salary is between 36000 - 60000 £ per year.
Your Impact
The Manager, Professional Services is an integral part of both internal leadership and coaching, as well as actively providing our clients a truly unique blend of technical support and consulting, software expertise, and data handling and coordination. They hire and develop team members, ensure the team responds to client needs in a timely manner with excellence in service delivery, manage escalations with clients and sales, and handle performance management of the organization. They calibrate the team and associated services while continuing to grow and scale the group. Their leadership is a key part of the continued growth and evolution of the DISCO professional services offering.
What You'll Do
- Team Management: Provides day-to-day management and oversight of the London-based Data Operations and DISCO Desk teams, including performance management, hiring, and workload management. Conducts regular reviews of team interactions with clients to ensure quality, identify areas for improvement/training, and improve the delivery of technical support. Manages the team schedule for proper coverage, conducts regular 1:1s with each team member, and supports all administrative needs for the group, including review and approval of time entries. Provides leadership of internal development initiatives focused on driving efficiency, consistency, and quality for the department. Develops and supports a culture of continuous improvement by providing training and soliciting input from team members around key process changes.
- Client Relationship Management and Service Delivery: Supports team member interactions with clients and serves as the day-to-day point of contact for escalations related to service delivery to successfully resolve client issues with a positive outcome. Acts as the client-facing resource for escalation calls, explaining complex technical issues in a client-friendly manner. Builds relationships and works in partnership with Customer Success, Review, Sales, other leaders within Professional Services, and the company as a whole to ensure clients have a seamless experience with our team. Meets and exceeds internal and client expectations with regard to turnaround times and service delivery, with a relentless focus on the quality of client's experience working with DISCO.
- Process Improvement, Documentation, and Standardization: Leads efforts to create documentation on standardized processes and workflows. Conducts regular review of team interactions with clients to ensure quality, identifying areas for improvement and training to enhance the delivery of technical support. Meets regularly and collaborates with the Product team on feature requests, design, and rollout. Identifies opportunities for improvement, proposes solutions, and participates in implementing the solutions. Analyzes metrics, compiles reports, and presents them to an executive audience.
- Systems and Tools Management: Provides role-specific training for new members of the Data Operations, DISCO Desk and other Professional Services teams. Manages and consults on all areas of systems and tools used by Professional Services, driving improvements forward. Manages the team's billable time and metric review, including review, approval, and feedback on time entries to ensure consistent standards. Participates in month-end billing tasks related to time entry approval.
- Go-To-Market Collaboration and Client Satisfaction: Partners with Sales on client escalations, coverage, proposals, workflow needs, and receive feedback to improve client experience. Works in conjunction with other Professional Services, Customer Experience, and Go-To-Market leaders on departmental initiatives to improve client satisfaction and the quality of our client's experience.
Who You Are
- 2+ years experience in leading data operations teams of 5 or more.
- 5+ years of experience in the ediscovery industry.
- 5+ experience working in or supporting ediscovery platforms such as DISCO, Relativity, Everlaw, Logikull, Recommind or Catalyst.
- 1+ years experience building, managing and scaling global eDiscovery teams.
- 1+ years experience working for a software company.
- 1+ years experience with Salesforce or JIRA.
- 1+ years experience creating technical documentation.
- 5+ years expertise with digital forensics, analytics/AI, workflow consulting, ECA, or other ediscovery workflow expertise.
Even Better If You Have...
- Consummate problem-solver with a strategic mindset with a self-starting, action-oriented approach and strong sense of urgency.
- Proven people manager who motivates and develops team members, and enables them to become more effective and take on more significant responsibilities over time.
- Excellent client management skills, with a strong consultative approach as well as deep ediscovery subject matter expertise, which makes you effective in guiding and managing clients.
- Passionate about Professional Services, quality of service delivery, and providing exceptional client satisfaction.
- Support and maintain a positive and professional work environment, and instill the same in your direct team members.
- Exceptional verbal and written communication skills and demonstrated ability to effectively work through tense or challenging client situations, as well as understand and articulate complex technical details while instilling confidence in clients.
- Strong interest in technology with excellent problem-solving skills, with an initiative to learn new software, research technical topics, and craft creative solutions.
Authorization to Work in the U.K.: Candidates must be legally authorized to work in the United Kingdom without sponsorship now or in the future. DISCO is not currently sponsoring visas.
Perks of DISCO
- Open, inclusive, and fun environment
- Benefits, including medical and dental insurance
- Competitive salary plus RSUs
- Opportunity to be a part of a startup 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.
Manager, Professional Services in London employer: DISCO
Contact Detail:
DISCO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Professional Services in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and even role-playing with a friend. The more comfortable you are, the better you’ll perform when it counts!
✨Tip Number 3
Showcase your skills during interviews! Bring examples of your past work or case studies that highlight your experience in managing teams and client relationships. We want to see how you’ve made an impact in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role. And remember, apply through our website for the best chance at landing that position!
We think you need these skills to ace Manager, Professional Services in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing data operations and client relationships. We want to see how your skills align with the role of Manager, Professional Services.
Showcase Your Leadership Skills: In your application, emphasise your experience in leading teams and driving performance improvements. We’re looking for someone who can motivate and develop team members, so share examples of how you've done this in the past.
Highlight Technical Expertise: Don’t forget to mention your familiarity with eDiscovery platforms and tools like DISCO, Salesforce, or JIRA. We love seeing candidates who can bridge the gap between technical support and client service.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at DISCO
✨Know Your Stuff
Make sure you brush up on your knowledge of eDiscovery platforms like DISCO, Relativity, and others mentioned in the job description. Be ready to discuss your experience with these tools and how you've used them to improve service delivery.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and developing talent. Think about specific situations where you motivated your team or handled performance management effectively, as this role is all about leadership.
✨Client-Centric Mindset
Be ready to talk about how you've successfully managed client relationships in the past. Share stories that demonstrate your consultative approach and problem-solving skills, especially in challenging situations.
✨Process Improvement Focus
Since the role involves process improvement, come prepared with ideas on how you’ve identified areas for enhancement in previous roles. Discuss any documentation or standardisation efforts you've led, as this will show your proactive approach to improving efficiency.