Vice President, Customer Success & Enablement

Your Impact

The Vice President, Customer Enablement and Success establishes and manages a cross-functional program in partnership with Customer Experience leaders to streamline processes, maximize revenue, and ensure high-quality client deliverables. They identify areas for improvement, driving process enhancements, collaborating with various departments, and implementing tools and technologies to enhance service efficiency and productivity. Additionally, they track service delivery models, measure performance through KPIs, and continuously improve processes to align with company goals and objectives.

What You'll Do

• Program Development and Process Improvement: Establishes a formalized cross-functional program with Customer Experience leaders to identify opportunities to streamline processes, reduce waste, maximize revenue, and prevent recurring errors. Leads cross-functional departmental initiatives focused on scalability, repeatability, and aligning DISCO's services with market demand. Recognizes, develops, documents, and implements process improvements within the Customer Experience organization. 
• Service Delivery and Operations: Owns the end-to-end process of tracking the Customer Experience delivery model and identifies root causes for escalations. Collaborates with leadership to continuously improve service delivery models and drive high-quality client deliverables. Defines departmental KPIs for ensuring excellent service delivery, measure and report on them as part of Customer Experience quarterly business reviews. 
• Cross-Functional Collaboration: Drives alignment with teams that intersect with Customer Experience and strategies, including Sales, Client Success, Finance, Legal, Business Operations, Training, and Human Resources. Works in partnership with leadership and DISCO University to build the DISCO Services Academy, an employee onboarding and continuous learning program for service delivery models and processes. 
• Client, Technology and Tool Implementation: Collaborates with internal teams and external vendors to identify and implement tools, technologies, and process enhancements to improve the efficiency and productivity of services teams and delivery models. Welcomes new clients to DISCO

Who You Are

• Bachelor's or equivalent experience Business Mgmt. or a related field, Master’s degree preferred
• 10+ years in a professional services environment, with a track record of improving processes and increasing revenue
• Working in legal/legal tech domain
• Management experience; will lead a team of 2-5 DISCO Experience Consultants and Implementation Associate
• Mastery in Lean, Six Sigma to identify and action optimal operational efficiency
• Exceptional cross-functional collaboration and influence for team alignment 
• Proven experience in project and program management 
• Strong analytical and problem-solving skills for data-driven decisions 
• Profound knowledge of service delivery and operations in professional services; understands key performance indicators (KPIs) for service excellence and the ability to measure and report on these indicators

Perks of DISCO 

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k) 
• Competitive salary plus RSUs
• Flexible PTO 
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company