You are responsible for the day to day iManage Cloud Customer Portfolio deployment planning, and management including overall Cloud customer satisfaction and reference-ability.
You will be accountable for Cloud customer account administration, support, and direction while ensuring day-to-day operational success.
In addition, you will interface directly with and provide guidance to our Cloud customers implementation services provider (iManage Partners), including key stakeholders such as the project manager, business sponsor, networking, and operations teams to ensure iManage Cloud onboarding success.
As a Client Onboarding Manager, you will work closely with the internal iManage team such as Cloud Operations and Cloud Support to ensure continuity when a customer transitions from implementation to ongoing operations in the iManage Cloud.
You will be responsible for supporting our customers located in both North and South America, and so working East Coast and Central Time hours is something you are comfortable with.
serving as the first line of response for customer escalations during implementation Interfacing with internal iManage teams to ensure successful delivery of the components required for an iManage Cloud implementation including iManage CloudOpS, Networking, R&D, Pre-Sales, Sales, and Product Management.
Maintaining cloud-related customer data in appropriate systems including Salesforce, DevOps, ZenDesk, etc. Listening to customer and partner feedback and resolving any issues or conflicts Assisting with developing relationships with onboarding customers / partners that promote retention and loyalty Ensuring that new customers are referenceable 60 days after go-live for new deployments and upgrades Learning and supporting iManage Cloud Product lines for customer onboarding Educating iManage cloud implementation partners for cloud onboarding processes Remaining current on technology and process changes as it relates to Cloud Services and Onboarding Supporting department initiatives which include but not limited to projects such as documentation updates, reporting metrics, and net promoter scores iM Qualified Because I have.