CX Risk Enablement Strategist

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 CX Risk Enablement Strategist at iManage Means… 

You are a data-driven and technically curious team member who will identify, interpret, and act on emerging customer risks within the Customer Experience (CX) Risk & Escalation Management team (CXREM). The CXREM team enables resolution of customer-impacting risks and escalations by leveraging data, collaboration, and systemic insight to improve customer experience and retention. 

As a CX Risk Enablement Strategist, you will work closely with Support Engineers, Product, Engineering, and CX teams to uncover root causes, surface technical trends, and drive operational improvements that reduce friction and prevent future risk and escalations. While this role is primarily analytical and cross-functional, you may also engage directly with customers to support resolution efforts when needed. Your ability to translate complex data into clear, actionable insights and influence cross-functional teams will be essential to your success in this role. 

iM Responsible For… 

• Identifying and interpreting early risk signals from data across customer risk reports, support data, product telemetry, and escalation trends.  
• Analyzing recurring issues and systemic friction points to uncover root causes 
• Conducting deep-dive investigations into high-impact escalations and identify product-level risks 
• Building and maintaining dashboards, reports, and visualizations that highlight emerging risks, product health, and escalation patterns. 
• Translating technical insights into actionable recommendations for CX, Product, and Support teams. 
• Acting as a technical advisor within the CXREM team, bringing product and platform context to risk discussions. 
• Engaging directly with customers during high-impact escalations or risk investigations to support resolution efforts if needed 
• Collaborating with Product, Engineering, and CX teams to recommend and advocate for fixes, enhancement, and roadmap adjustment 
• Working with the CXREM team to prioritize systemic challenges based on customer impact and risk 
• Recommending and supporting the implementation of process improvements to reduce customer risk and friction 
• Contributing to the development of proactive risk detection frameworks, early warning systems, and escalation prevention strategies 
• Supporting the integration of risk signals into broader customer health and experience strategies 

iM Qualified Because I Have… 

• 5+ years of experience in technical, operational, or customer experience roles 
• Proven ability to work cross-functionally with Product, Engineering, Support, and CX teams 
• Experience engaging with customers in escalated or technical discussions  
• A strong background in root cause analysis, risk identification, and trend analysis 
• Experience enabling or supporting process improvements across teams 
• Proficiency in data tools such as Power BI, SQL, and Excel 
• A familiarity with product telemetry, support systems, and customer feedback platforms 
• An understanding of software architecture, APIs, and cloud-based platforms 
• Experience building dashboards and visualizations that clearly communicate insights 
• Excellent communication skills with the ability to translate technical insights for non-technical audiences 
• Comfort in influencing without authority and aligning stakeholders around shared goals 
• A systems-oriented mindset with a proactive, problem-solving mindset 
• A drive to be curious, collaborative, and motivated by impact 

Bonus Points If I Have... 

• A working knowledge of iManage products 
• Knowledge of Saas and DMS technologies 
• Project Management Certifications 

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 $121,000 - $150,000 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 careers@imanage.com 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. 

Learn more at: www.imanage.com  

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