IT Customer Success Manager

The IT Customer Success Manager is responsible for ensuring IT products and services are aligned with the needs of the firm’s internal customers and generating broad awareness of how and when to leverage the firm’s technological resources to achieve success.  The primary objective of this role is to maximize the value that attorneys, staff, and clients receive from the firm’s technology investments.  By acting as a proxy for IT and the business, this individual will build and maintain positive relationships throughout the organization while being a proactive problem solver and advocating for change.  This is a fantastic growth opportunity for an insightful and highly technical people-person who seeks to make a big impact through their relationships.  This individual will report to the Director of Information Technology and collaborate with other managers in IT while working closely with the CIO and other organizational leaders.  This role does not currently have direct-reports but is responsible for the coordination of 3^rd party contracted resources.

Responsibilities

• Develop a strong sense of the needs and challenges of different practice groups, departments, and roles throughout the firm.
• Apply this understanding as a vocal advocate of the end-user in the design stage of new IT Products and Services and in the continual improvement of existing IT Services.
• At both individual and systemic levels, identify gaps in technology awareness or understanding which are impacting client service or firm effectiveness.
• Remediate identified gaps by introducing users to technologies or services that will elevate their abilities and arming them with the understanding needed to use these tools effectively.
• Actively engage in IT projects to ensure end-users are made appropriately aware of changes, understand the impact to their environment, and have the training needed to remain successful.
• Partner with stakeholders and subject matter experts to develop and deliver tailored training opportunities including, but not limited to, tips and tricks newsletters, reference guides, classroom training, webinars, 1-on-1 coaching, videos, and other easily consumable content.
• Coordinate and/or deliver effective and timely onboarding training for new hires that is tailored to their role and aligned to standards developed in partnership with the various practice groups and departments.
• Coordinate 3^rd party training resources as appropriate to augment the in-house awareness, training, and content creation capabilities of the firm.
• Identify and execute on creative strategies to increase learning participation and the appetite for new knowledge.
• Identify end-users to deputize as additional champions of particular technologies and develop their abilities to educate and influence others.
• Manage end-user expectations of technology and coach resilience to technology issues.
• Partner with the firm’s Professional Development team to ensure technology education is well represented in the firm’s Lawyer Development Program.
• Collect and analyze program metrics and feedback to validate and continuously improve the IT Customer Success Program.

Requirements

• At least five years of experience in one or more of the following roles: Customer Success, IT Training, and/or IT Service Management.
• Familiarity with the operations of a law firm or other professional services organization and the associated levels of urgency and client service.
• Strong ability to understand business requirements and apply technology to solve problems.
• Outstanding customer service skills and able to remain focused on solutions in stressful and challenging situations.
• Advanced knowledge of standard workplace applications such as Microsoft Office and Adobe Acrobat.
• Experience with common legal technologies such as iManage, Litera Document Production and Editing Tools, Intapp Time, and other practice-specific systems.
• Strong technical skills with the ability to rapidly and independently achieve expert-user status on new technologies.
• Exceptional oral and written communication skills grounded in the ability to identify and convey key concepts and important points.
• Strong attention to detail and able to independently produce high quality and appealing presentations, guides, brochures, and other material.
• Ability to work independently as well as within a team environment; both with strong follow up and follow through abilities to ensure work is completed appropriately.
• Ability to analyze and report on data in an effective and concise manner.
• Must be able to recognize where changes and improvements can and should be made.
• Strong time management, prioritization, problem-solving, and organizational skills.
• Must project a professional, engaging demeanor and provide a positive, high-energy learning environment.
• Flexibility to work overtime and some weekends, as necessary.

Lewis Roca offers competitive compensation and benefits, including:

• 401(k) with generous employer match
• 3 weeks of paid time off
• 10-paid holidays per year
• Benefits start on day 1
• Several medical plan options to choose from, including traditional plans and HSA qualified plans
• Tuition reimbursement
• Gym reimbursement
• Well-being program
• Employer-paid life insurance and long term disability
• And much more!

How to Apply

Thank you for your interest in Lewis Roca.  To complete an application and submit your resume, please click "Apply for this Position." No phone calls, please.  We will contact you if your resume indicates that you are a strong candidate for this position.

 We are not accepting resumes from search firms for this position.   

Lewis Roca is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status, or any other basis prohibited by federal, state, or local law.

For more information about equal employment opportunity, please click here for “EEO Is the Law.” To request a disability accommodation in the application process, please click here. Lewis Roca participates in E-Verify, please click here for more information. For information regarding your Right to Work, please click here.