What are the responsibilities and job description for the Vice President, Customer Enablement & Success position at DISCO?
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
Perks of DISCO
About DISCO
DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters.
Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us!
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
