Product Support & Customer Success Specialist

Jobtailor; California (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Cooley LLP is seeking a skilled professional to provide first-level support and product management for our online service offerings. You will collaborate with practitioners across offices, coordinate with technical teams, and track change requests from internal and third-party developers.

The role involves onboarding support, communicating user pain points, and helping shape product decisions to enhance the user experience.

Qualifications

• 4+ years direct applicable experience engaging with end-users to provide support of online services
• Experience giving product presentations and demonstrations to small groups (1-5 people)
• Experience managing software development projects, especially issue and new feature development tracking
• Proficiency in Microsoft Office suite, IManage and other firm applications after orientation
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required

Responsibilities

• Perform first-level support and product management functions for online service offerings
• Work directly with the firm’s practitioners across offices and practice areas
• Collaborate with other technical teams
• Track and manage internal and third-party application development or systems infrastructure change requests
• Interact with outside developers, clients and their teams of attorneys, business professionals and Practice Engineering team members to help them with questions about the platform
• Assist in onboarding and provide ongoing support with other team members to solve users’ issues
• Understand user pain points and help influence product decisions for better user experience
• Help develop and implement a customer success plan to serve users at scale
• Create and maintain project planning documentation
• Assist with coordination of training, support, documentation and resource material

Skills

User Support

Troubleshooting

Project Management

Web Technologies

HTML

CSS

Python

Application Development

Feature Development Tracking

Customer Success Planning

Tools

Microsoft Teams

Intercom

Kanban Boards

Wiki Tools

IManage

Job description

Cooley LLP is seeking a skilled professional to provide first-level support and product management for our online service offerings. You will collaborate with practitioners across offices, coordinate with technical teams, and track change requests from internal and third-party developers.

The role involves onboarding support, communicating user pain points, and helping shape product decisions to enhance the user experience.