About the position
The Product Success Manager plays a critical role in ensuring an exceptional experience for users of Jigsaw’s solutions. This individual will lead the Product Success team and serve as the key point of coordination for all user support activities, including the receipt, triage, escalation, and resolution of user queries. The role requires close collaboration with the Product, Customer Success, DevOps, and QA/Test teams to deliver seamless and efficient support.
Responsibilities
- Lead, mentor, and guide the Product Success team, particularly our Graduate team members, in handling client communications with professionalism and clarity.
- Delegate responsibilities effectively and support the team during high-pressure situations with a calm, solutions-oriented approach.
- Conduct technical configurations of the Jigsaw platform.
- Utilize Azure and DevOps tools confidently; AZ-900 (Microsoft Azure Fundamentals) certification is required.
- Create and maintain product documentation including technical manuals, in-app walkthroughs, tour guides, user notifications, and training videos.
- Track and manage user feedback, enhancement requests, and common issues.
- Identify trends and relay insights and product updates to the client-facing teams.
- Collaborate on the development of written and video marketing content that communicates product value and updates to users.
- Perform functional testing of Jigsaw solutions prior to product releases to ensure quality and readiness.
Requirements
- Excellent written and verbal communication skills
- A strong sense of customer service and client care
- Highly organised and methodical in approach
- Demonstrated interest in software and technology
- Microsoft AZ-900 certification
Nice-to-haves
- Helpdesk or technical support experience
- Project management or coordination
- Exposure to professional services environments, such as Legal, Accounting, Consulting, Financial Services
- Familiarity with enterprise and law firm technologies: iManage (DMS & Risk), Litera (Document Lifecycle & Transaction Management), Intapp (Risk Management), Thomson Reuters / HighQ (Client Collaboration)
- Background in customer-facing roles, especially in Customer Success or Support
