Job Title: Transformation Manager

Work location: USA (Remote)

Duration: FTE (Permanent)

Experience (years): 4-10yrs

Purpose of the Role:

The Transformation Manager is responsible for executing the Transformation of projects and

service delivery to our customers, with a focus on retention and renewal. The ideal candidate is

technically savvy and highly organized.

Equally comfortable liaising with C-level clients or their tech teams, the Transformation

manager assists with pre-release testing and documentation of our application, along with

transformation and onboarding of our clients.

The platform is built on Microsoft technologies and is hosted on the best-in-class cloud

infrastructure offered by Microsoft Azure. This ensures our customers can benefit from the

security, speed, reliability, and economic benefits of cloud computing. Our customers comprise

top global brands across all industries and in every continent.

Job Responsibilities:

·        Owning the 3-month implementation plan and then handover to Customer Success team

·      Assisting clients on the setup, configuration, and use of the company’s software platform

·      Assisting clients on daily support issues ranging from simple to highly complex in nature

·      Breaking down barriers to solve complex issues in a timely and effective manner

·      Troubleshooting a wide variety of technical issues

·      Performing full system installation and integration into existing client infrastructure

·      Logging and tracking support issues through resolution

·      Delivering progress reports to management and customers

·      Communicating with development and QA staff while managing issues

·      Defining and potentially delivering training workshops necessary for customers’

·      successful onboarding of application

·      Recommending or building solutions required to get customers up and running quickly

·      Helping to deploy successful application integrations such as Jira, Salesforce and SSO launches

·      Liaising with sales teams as required to create and own SOW

Required Competencies:

·      Experience in Contract Management or Contract life cycle management ( CLM) is important

·      At least 4 years’ experience in a similar role

·      Technical or Bachelor’s degree required

·      Growth mindset with the desire to work in a collaborative environment to promote and drive superior team performance

·      Strong relationship builder and natural problem solver

·      Demonstrated ability to succeed in a fast-paced, dynamic and high growth technology environment

·      Solid technical background, with demonstrable understanding of software development and web technologies

·      SaaS experience essential, legal services experience desirable

·      Excellent client-facing skills and focus on customer service

Desirable experience:

·      Experience working with/presenting to C-level executives

·      Business process management experience and expertise (ERP, SAP)

·      Proven track record of successfully managing customer relationships and results delivery

·      Working to a renewal revenue target and comfortable in a metric driven environment