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Vice President, Customer Operations

2 months ago

Melville, United States SmartAdvocate LLC Full time

About SmartAdvocate

Conceptualized by the founding partner of a leading personal injury law firm, SmartAdvocate is a legal case management platform that offers flexible deployment options and a modular suite of applications. Legal professionals use SmartAdvocate to manage cases from intake, case workup and case assessment, litigation and resolution. SmartAdvocate manages new case intakes, contacts, email, text and phone communications, documents and document management, documents scanning and filing, calendaring, docketing, client portal, accounting, dashboards and more.

Available in server or cloud configurations, across all major operating systems, SmartAdvocate can integrate with many different third-party applications. By managing all case information within a single platform, double entry is eliminated. The system is capable of communicating via mass email or SMS message; it can also automatically forward cover letters and other documents to clients via email, SMS, or send physical copies in the mail. The interface is designed to display as much relevant information as possible on a single screen; shortcuts, pop-up screens for critical information and full integration with Windows, Mac and Microsoft Outlook are other key features.

About the Role:

The Vice President of Customer Operations will oversee the organization’s ongoing operations and procedures for the Implementation of SmartAdvocate to our new clients, which are mostly law firms. The goal of the VP position is to secure the functionality of business to drive extensive and sustainable growth.

This role will manage day to day relationships by working side by side with various internal and external teams to ensure the client’s conversion and implementation success. Quickly become an expert on the client’s products and services in order to effectively train the clients staff to do their own configuration and/or provide the configuration/implementation services for them. As the Vice President of Customer Operations, you will be the initial and primary point of contact ensuring the client's ultimate success and happiness with their system configuration and implementation of the company’s products.

Responsibilities:

The Vice President of Customer Operations is accountable for steering the course of progress and resolving obstacles to timely completion of the conversion/implementation process to ensure successful delivery of SmartAdvocate.

Communicate effectively by attending or facilitating internal and external conference calls, meetings and working groups to advise on implementation plans, provide progress updates and highlight outstanding actions and dependencies.

Deploy critical thinking and exercise best judgment with objective and subjective criteria to determine when escalation is necessary to ensure client concerns are addressed timely and execute escalation processes with or without managerial oversight.

Identify opportunities proactively to encourage feature adoptions and improve client product experiences and overall satisfaction.

Communicate customer issues/requests to development and product teams.

Participating in special projects to gain a more well-rounded understanding of SmartAdvocate, such as beta testing new features and shadowing other teams.

Directly responsible for the leadership, management, mentorship and growth of multiple Implementation Managers and Specialists.

Skills and Qualifications:

5+ years of experience with SmartAdvocate, Needles, or other legal CMS a plus

Involvement with Legal CMS conversion while at a Law Firm a major plus

Relevant Bachelor’s degree; preference for a bachelor's degree in computer science or information technology, business or related degrees/experience.

Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with with staff and customers.

A love for problem-solving, troubleshooting issues and developing processes to smoothen the operations.

A strong drive to learn new technologies.

A want to work with new technologies and assimilate information rapidly.

Ability to self-manage a dynamically changing workload, work in a fast-paced environment and prioritize work according to customer impact or severity.

Solid empathy for customers AND passion for revenue and growth.

Analytical and process-oriented mindset.

Ability to self-govern your schedule to ensure you do not over promise and underdeliver.

Excellent communication and presentation skills at the executive level.

Additional Information/Benefits:

A dynamic, rapidly growing company, focused on helping organizations thrive, we offer a competitive compensation and benefits package including medical insurance, paid time off and 401K Plan. We are an equal opportunity employer. We maintain a safe and healthy working environment.

Job Type: Full-time

Pay: From $130,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Vision insurance

Schedule:

8 hour shift

Monday to Friday

Ability to Relocate:

Melville, NY 11747: Relocate before starting work (Required)

Work Location: In person

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