At a Glance
- Tasks: Lead and manage a dynamic team while delivering exceptional client service in the ediscovery industry.
- Company: Join DISCO, a revolutionary startup transforming the legal tech landscape.
- Benefits: Enjoy competitive salary, medical benefits, RSUs, and a fun, inclusive work environment.
- Other info: Great growth opportunities await in a supportive and collaborative culture.
- Why this job: Make a real impact by enhancing client experiences and driving innovation in legal technology.
- Qualifications: Proven leadership in data operations and expertise in ediscovery platforms 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 employer: DISCO
DISCO is an exceptional employer that fosters a vibrant and inclusive work culture, offering competitive salaries and comprehensive benefits, including medical and dental insurance. Located in London, the company provides ample growth opportunities within a dynamic startup environment, empowering employees to innovate and excel in the evolving legal technology landscape while ensuring a supportive atmosphere for professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Professional Services
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at DISCO or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching DISCO's services and recent projects. Show us you’re genuinely interested in what we do and how you can contribute to our mission. Tailor your answers to reflect our values and goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the Manager, Professional Services role. Highlight your leadership skills and how you've successfully managed teams and client relationships in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the DISCO team!
We think you need these skills to ace Manager, Professional Services
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Manager, Professional Services role. Highlight your experience in leading data operations teams and any relevant ediscovery platforms you've worked with. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about professional services and how you can contribute to our team. Don't forget to mention your client management skills and any specific achievements that demonstrate your expertise.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love problem-solvers! Share specific instances where you've improved processes or resolved client issues effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at DISCO!
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, especially in data operations. Think about specific situations where you motivated your team or resolved conflicts, as this role requires strong people management skills.
✨Client-Centric Mindset
Be ready to talk about how you've handled client escalations in the past. Share stories that demonstrate your ability to communicate complex technical issues in a way that clients can understand, ensuring a positive outcome.
✨Continuous Improvement Focus
Discuss any initiatives you've led or been part of that aimed at improving processes or documentation. Highlight your analytical skills by mentioning how you've used metrics to drive improvements in service delivery.
