POSITION SUMMARY:

The Customer Success Operations Specialist is responsible for performing analysis, developing client-facing deliverables and managing the Customer Relationship Management (CRM) and other sales operations related tools and applications that support global sales and delivery. The ideal candidate must possess the ability to understand business requirements, processes, and translate these into innovative solutions that are highly usable, scalable, extensible, and sustainable. We're seeking a team player who lives in the details, is excited to take the lead on administering and putting some organizational wizardry in place with our sales tools and understands how deliver customer value. This work will require you to work directly with our team of sellers, consultants and customer success team members helping us to optimize our tool usage and reporting to best support collective sales and delivery efforts. This position will report to our VP of Consulting.

RESPONSIBILITIES:

• Act as the administrative lead on CRM tools upkeep, opportunity updates, and revisions at the direction of sales team and leadership
• Maintain and prepare various sales and customer success reports 
• Prepare and gather related informational materials for use by meeting attendees
• Leave a great first-impression with prospective clients and partners
• Maintain sales and delivery SharePoint site: ensure key sales and delivery resources and documents are accessible, easy to find, and always up to date
• Generate and send NDAs, MSAs, & SOWs to partners and potential customers
• Create and deliver impactful reports, presentations and other client facing materials
• Assist and participate in sales conferences, account planning and Quarterly Business Review preparations
• Audit and process monthly sales commission reports and provide to Finance

QUALIFICATIONS:

• 3+ years of CRM administration experience
• Excellent project management skills and a positive attitude
• Excellent organizational, critical thinking and project management skills
• Problem-solving orientation with ability to define cross-functional processes and systems requirements to drive efficiency, clarity & accuracy
• Very strong communication to articulate concepts to engage cross-functional partners on decisions, priorities, and action plans
• Ambitious with a desire to innovate and improve on current state
• Ability to partner with business owners and IT representatives to gather and document business requirements for opportunities

The Vice President (VP) of Finance is responsible for developing and directing the company’s analytical and financial plans and policies. The VP of Finance will evolve planning and forecasting processes, report on metrics, and drive business insights to optimize company growth. This is an excellent opportunity to implement process improvements for efficiency, scalability and productivity.

RESPONSIBILITIES INCLUDE…

• Drive and manage the financial initiatives, budgeting processes, and KPI tracking including developing action plans to ensure annual financial objectives are met
• Monitor financial performance by measuring and analyzing results
• Prepares timely and accurate analyses, summaries, and reports of financial data on the operating progress of the company
• Manage a reliable cash flow projection process and reporting structure that includes minimum cash threshold to meet operational needs
• Routinely review revenue cycle metrics to proactively identify and address issues affecting overall performance
• Manage compliance with local and federal regulatory matters   
• Partner with senior leaders to ensure the company hits revenue targets
• Direct and manage the finance and accounting teams and develop the financial strategy for the organization
• Improve efficiency related to billing, reporting, revenue recognition, payments, receivable, etc. 
• Analyze trends to reduce financial risks associated with making investment or spending decisions
• Have a strong understanding of fiscal policy and investment regulations
• Create usable budgets for the business, including evaluating the needs of each department in the long term and assisting in annual headcount planning
• Offer advice regarding spending and budget questions
• Oversee leaders in the finance and accounting departments, including giving directions and delivering periodical evaluations

​REQUIREMENTS

• B.S. required, advanced degree in finance or accounting preferred
• 10 years of experience in a finance leadership role with an excellent understanding of business metrics
•  In-depth knowledge of financial benchmarking, accounting, audit and tax compliance, and other regulatory matters
• Adept in fiscal management principles and processes including resource management and needs assessment
• Partner with Chief Operating Officer to establish and track revenue goals
• Possesses critical knowledge of federal and multiple state tax laws as well as basic accounting issues
• Able to identify risks as well as opportunities to provide feedback on decisions affecting financial results of the company 

POSITION OVERVIEW - WORK FROM HOME

This is not an entry-level position and requires minimum of 3 years of experience in similar roles. 

Customer Success Managers are responsible for building and executing the strategic roadmap for all George Jon customers. This entails building relationships with key internal and external stakeholders to understand their use case, growth plans and working to evolve initiatives, and then to directly manage all projects and services delivered. Customer Success Managers take ownership for client outcomes, successful managed services, and the quality implementation and delivery of project services. The primary duties include working with assigned clients to build account plans, overseeing the quality of outgoing deliverables, creating and maintaining a project plan that communicates tasks, milestone dates, status, resource allocation, and financial status and managing cost, time, and scope constraints. 

RESPONSIBILITIES INCLUDE…

• Annual, strategic roadmap planning with customers to ensure their needs are met.
• Ensuring the successful delivery of managed services via recurring, client-facing governance.
• Develop project plans, schedules, goals, and budgets while identifying resources needed and measuring results in ConnectWise.
• Understand overall project objectives, as well as the role and function of each project team member.
• Ensure the project objectives and requirements are clear and agreed upon by all team members.
• Coordinate delivery and implementation of projects and services that meet quality assurance standards.
• Assist project team in design and development tasks.
• Organize and manage all phases of the project to ensure on-time and on budget completion. 
• Manage investigations and resolutions as required.
• Ensuring that risks are identified, communicated, and mitigated and deliver projects successfully.
• Design and maintain technical and project documentation.

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ADDITIONAL DUTIES 

• Improve customer perception and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate project issues that cannot be completed within agreed service levels.
• Communicate with customers on project progress, impending changes, agreed outages, etc.
• Maintain specific knowledge on each customer, our services and products as they relate to their business strategies and goals.
• Develop in-depth knowledge of the service catalog. Learn how it relates to customer’s needs/requirements.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

​REQUIREMENTS

• 3+ years of consulting, account management or project management experience
• Knowledge and experience in cross-functional project management methods and techniques.
• Strong organizational, presentation, and customer service skills.
• Skill in planning and preparing written communications.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of project details.
• Self-motivated with the ability to work in a fast moving environment.

NICE-TO-HAVES   

• BA/BS, preferably in business administration or a related field.
• MBA/MS preferred but not required.
• PMP/CAPM 

POSITION OVERVIEW

As theStrategy Associate, you will provide high-level administrative support and help operationalize and manage executive level projects and sales opportunities in the Legal technology space.

You will work directly with the CEO and other executives to provide project, operational, and technical support across a wide range of disciplines inside the organization. This role will require you to react, prioritize, and improvise as necessary. You will work both independently and with explicit direction on differing objectives.

Your success will be dependent on your strong problem-solving skills, ability to anticipate needs and deliver high quality work under tight deadlines. This position requires outstanding communication and follow up, interpersonal and organizational skills, initiative, self-motivation, sound judgment, discretion, respect for confidentiality, ability to remain calm in a fast-paced environment, and a commitment to providing professional, client-focused service.

RESPONSIBILITIES INCLUDE

• Provide cross disciplinary support to CEO and leadership team
• Perform administrative duties to support organizations objectives
• Attend meetings with CEO capturing take aways, next steps and managing follow ups
• Prepare email correspondence, presentations, and reports
• Lead analytical studies, research studies, and other market forecasting activities
• Maintain priority of multiple business objectives
• Transform organizational vision into structured communications
• Drive all projects comprehensively to completion even with changing requirements
• Gain working knowledge of process and procedures implemented within organization
• Travel and ad-hoc duties as required

REQUIREMENTS

• Excellent interpersonal communication skills
• Ability to multi-task, prioritize, and drive projects to completion
• Demonstrated ability to synthesize and interpret information to translate to appropriate cross functional stakeholders
• Strong work ethic and attention to detail
• Ability to operate independently and in gray space
• Passion for driving client delight to internal and external stakeholders
• Ability to thrive in a fast paced and changing environment
•  2-5 years in project management or consulting roles
• Knowledge of service industry preferred but not required

POSITION OVERVIEW

As the Executive Associate to the CEO, you will provide high-level administrative support and help operationalize and manage executive level projects and sales opportunities in the Legal technology space.

You will work directly with the CEO and other executives to provide project, operational, and technical support across a wide range of disciplines inside the organization. This role will require you to react, prioritize, and improvise as necessary. You will work both independently and with explicit direction on differing objectives.

Your success will be dependent on your strong problem-solving skills, ability to anticipate needs and deliver high quality work under tight deadlines. This position requires outstanding communication and follow up, interpersonal and organizational skills, initiative, self-motivation, sound judgment, discretion, respect for confidentiality, ability to remain calm in a fast-paced environment, and a commitment to providing professional, client-focused service.

RESPONSIBILITIES INCLUDE

• Provide cross disciplinary support to CEO and leadership team
• Perform administrative duties to support organizations objectives
• Attend meetings with CEO capturing take aways, next steps and managing follow ups
• Prepare email correspondence, presentations, and reports
• Lead analytical studies, research studies, and other market forecasting activities
• Maintain priority of multiple business objectives
• Transform organizational vision into structured communications
• Drive all projects comprehensively to completion even with changing requirements
• Gain working knowledge of process and procedures implemented within organization
• Travel and ad-hoc duties as required

REQUIREMENTS

• Excellent interpersonal communication skills
• Ability to multi-task, prioritize, and drive projects to completion
• Demonstrated ability to synthesize and interpret information to translate to appropriate cross functional stakeholders
• Strong work ethic and attention to detail
• Ability to operate independently and in gray space
• Passion for driving client delight to internal and external stakeholders
• Ability to thrive in a fast paced and changing environment
•  2-5 years in project management or consulting roles
• Knowledge of service industry preferred but not required

POSITION OVERVIEW  Work from Home // Multiple Shifts Available 

The Application Support Engineer is a key member of our growing team. This individual is responsible for possessing comprehensive knowledge of and supporting several eDiscovery applications including Relativity, CloudNine LAW/Explore, NUIX, iPro, RevealAI, Brainspace and other relevant applications. Candidates should have a strong understanding of the various features and abilities of each application. In addition, they should have a solid understanding of the application requirements and the infrastructures that host the applications. 

The engineer is also responsible for obtaining and maintaining relevant training and certifications as well as keeping up-to-date with the software and hardware being supported. They will be responsible for the upgrade activities of eDiscovery applications. 

RESPONSIBILITIES INCLUDE…

• Support eDiscovery applications on the frontend and backend 
• Support Relativity, NUIX, Reveal, CloudNine, and iPro software suites, with the ability to triage and route calls to appropriate technicians 
• Assist in maintaining and monitoring client environments 
• Develop in-depth knowledge of the software application catalog and how it relates to the customer’s needs 
• Assist Junior Technicians and/or provide escalation support 
• Create and edit documentation of internal processes and procedures 
• Communicate with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages 
• Enter all work as service tickets into ConnectWise 
• Work through a daily schedule in ConnectWise; entering all time and expenses 

REQUIREMENTS

• Understanding of the EDRM Framework 
• Intermediate to advanced knowledge of Relativity, NUIX, Brainspace and LAW software platforms 
• Intermediate to advanced knowledge of other eDiscovery applications is a plus 
• Relativity Infrastructure Specialist and/or Relativity Certified Administrator is a big plus 
• Additional Relativity, LAW, Brainspace and NUIX training and certifications are a plus 
• Ticket management, issue tracking, change log management 

NICE-TO-HAVES   

• Windows Server Administration 
• Scripting & Automation 
• Microsoft SQL Server 
• Microsoft IIS 
• Microsoft Clustering 
• Server, storage, and networking hardware knowledge is a plus 

MENTAL/PHYSICAL REQUIREMENTS

• Able to work in a team and communicate effectively with the ability to work independently 
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals 
• Embrace working in a fast-paced environment and handling multiple projects/issues in occasionally high-pressure situations 
• Availability to travel domestically/internationally a plus