Customer Experience Measurements and Insights Manager

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.

Being a Customer Experience Measurement & Insights Manager at iManage Means…

You are a strategic leader that oversees the implementation, stewardship, and governance of our customer experience data & measurement ecosystem.

This role is responsible for ensuring the accuracy, consistency, and strategic alignment of customer experience data measurement across the organization. You’ll work across a broad Customer Experience (CX) organization, spanning Customer Success, Professional Services, Adoption & Knowledge, Business Innovation, and PMO with a goal of translating the data each team generates into a coherent, trusted view of customer experience at the company level. This role sits within the Customer Experience Operations organization, reporting to the Senior Director of CX Services & Operational Excellence.

This is not a purely strategic role. You'll think at the organizational level and roll up your sleeves in the data.

iM Responsible For… 

• Maturing and owning the CX measurement framework that connects team-level metrics across Customer Experience into a shared, reliable view of customer experience. This includes establishing common definitions, data standards, and governance across the organization.
• Taking Ownership of iManage’s Customer Health Score Model and continuing to mature the approach and measurement by partnering with SMEs across iManage to refine its inputs, validate methodology, and ensure the score accurately reflects customer health as offerings evolve.
• Synthesizing data across the CX organization by working with AI tools, analytics platforms, and cross-functional data sources to translate fragmented data points into a cohesive customer narrative that informs decisions at the senior leadership level.
• Acting as the connective layer between CX and the wider business by working cross-functionally with Product, Sales, Engineering, and Finance to align on how company-wide data relates to customer experience, creating shared language and data contracts that make CX insights actionable beyond the CX org.
• Ensuring that key CX data is trusted, well-documented, and accessible - building the processes, and reporting standards that allow teams across the organization to interpret customer insights consistently. · Serving as the subject-matter expert on customer experience metrics, advising on best practices, measurement gaps, emerging trends, and regulatory considerations.
• Partnering with senior leaders to align customer experience metrics with strategic priorities and performance frameworks.
• Helping to drive customer experience activation projects with business partners to generate tangible improvements to the experience based on insights.
• Championing a culture of insight-led decision-making across the Customer Experience team and beyond

iM Qualified Because I Have… 

• 7+ years of experience in measuring and analyzing customer feedback, generating insights, and using the resulting insight to drive change / influence the customer experience.
• Experience working in a fast-paced SaaS organization
• Strong hands-on data skills. You can define a methodology, pull and validate data, and build a dashboard using tools (such as Power BI).
• An ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience including senior leaders
• Experience performing and interpreting statistical analysis to tell data driven stories that can lead to actionable insights.
• Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership

Bonus Points If I Have... 

• Experience in legal tech, professional services technology, enterprise content management

Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!

iM Getting To… 

• Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability! 
• Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation. 
• Own my career path with our internal development framework. Ask us more about this! 
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training. 
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture. 
• Enjoy flexible work hours that empower me to balance personal time with professional commitments. 
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events. 

iManage Is Supporting Me By... 

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Having multiple company wellness days each year to prioritize mental health and well-being. 
• Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources. 

The overall US annual base salary range for this position is $150,000 - $190,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.

About iManage… 

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications. 

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do. 

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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