Manager, Delivery Success

Description

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work.

We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team.

At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners.

Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc.

Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include :

• Two-time winner (2024, 2023) National Top Workplaces
• Two-time winner (2024, 2023) Top Workplace innovation
• Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
• Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
• Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
• Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
• 2024 Cultural Excellence
• 2024 Technology Industry
• 2023 Top Workplace Leadership
• 2023 Top Workplace Purpose & Values
• 2022 Top Workplace Employee Appreciation and Employee Well Being NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! Your Opportunity For Impact NetDocuments is seeking a Manager of Delivery Success to be a consultant as it pertains to enablement and implementation to NetDocuments’ worldwide Delivery Partners.

The ideal candidate will have experience collaborating cross functionally with our delivery partners, channel team, sales, product, support, enablement and other technical teams to ensure a continuous quality of knowledge and a high caliber of consulting and implementation delivery is being performed.

The Manager of Delivery Success will report to the Sr Director of Customer Success. What your Contributions Will Be

• Help identify opportunities or gaps in the implementation lifecycle to improve the customer experience.
• Lead a team of Delivery Success Managers to drive best practices, mitigate risk, improve time to value, and educate partners and or customers within the NetDocuments ecosystem
• Collaborate with our top partners to better understand friction during the implementation and find ways to improve.
• Understand our NPS from customers during this critical phase of the customer journey and make / suggest changes with our partners or process based on this feedback.
• Energetically lead team to provide consulting and implementation support to new and existing partners that enable them to deliver implementations to customers of the highest quality.
• Maintain knowledge of NetDocuments solutions and the best practices associated with implementing these solutions in a variety of customer configurations
• Understand the migration solutions that enable to movement of customer data from existing systems to the NetDocuments solutions being implemented
• Educate the team on how to best provide ongoing implementation shadowing to channel partners as they follow up on trainings and implement to customers what they have learned and help with change management.
• Foundational understanding of business IT infrastructure and technical skills to deliver outstanding implementations and support
• An ability to articulate use cases and applications of technology in a variety of industries, particularly with business professional industries, such as legal, financial services, accountancy and health care.
• Proven ability to thrive in a constantly changing environment, be a self-motivator with a passion for innovation and willingness to challenge the status quo in a positive and collaborative manner
• Other duties as assigned

What you Bring to the Team

• Bachelor’s degree or equivalent required
• 2-3 years’ experience of implement document management solutions principally to law firms, accountancy firms, government and / or healthcare organizations
• 5+ years of Vendor Management and / or Customer management experience
• 2-3 years of experience in leading and managing teams, with a demonstrated ability to develop and mentor high-performing teams.
• Proven project management skills, with experience in coordinating cross-functional efforts and managing timelines; PMP or Prince2 certification is a plus.
• Strong change management expertise, with experience guiding teams and partners through complex transitions in fast-paced environments.
• Experience with SaaS-based solutions, including cloud implementations, ideally within professional service industries such as legal, financial services, or healthcare.
• Excellent verbal and written communication skills, with the ability to manage stakeholders and communicate effectively across both technical and business units.
• Experience of implementing NetDocuments solutions in law firms of various sizes

Benefits

• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 9 paid holidays
• Monthly contributions for wellness
• Access to LinkedIn learning with monthly dedicated time to explore

Compensation Transparency The compensation range for this position is : $125,300 - $150,300 The posted cash compensation for this position includes on target earnings.

Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations.

Equal Opportunity NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and / or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate.

NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.