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VP Technical Services

ONE Discovery 

Remote, USA

Founded in 2016, ONE Discovery is becoming the premier technology company in the multi-billion-dollar eDiscovery industry. Our platform continues to evolve as a leader for institutional oversight of serial data subject to high-frequency litigation and investigations. ONE Discovery’s single-instance storage architecture has proven to be a foundational pillar for global corporations and their legal departments. We are an inclusive and diverse, remote team poised to grow exponentially in the next two years. 

 

The Opportunity

We are currently looking for an VP of Tech Services and Client Success with experience defining and implementing best practices and solutions achieving world class customer experience. This is a strategic and operational role leading our pre/ post sales consulting, client facing technical services, client on-boarding, and customer support organizations. You’ll be surrounded by some of the industry’s leading talent in data analytics, eDiscovery, and data warehousing solutions. We support a holistic environment, where company leaders actively collaborate across all departments to ensure business and product goals are aligned with market needs. 

This is an exciting opportunity to join an early stage, high growth company where your contributions will be recognized, valued, and evident. The successful candidate will be capable of both collaborative and autonomous work, driven to learn and perform, and have an uncompromising work ethic. 

 

Your Skills and Characteristics 

  • Energetic, charismatic, and positive disposition are a must in the ONE Discovery culture
  • Has led organizational transformation through prescriptive, repeatable, and scalable actions 
  • Strategically connects industry-specific customer challenges with technical guidance to achieve positive outcomes  
  • Builds highly effective, collaborative relationships with peers across product, sales, and management teams
  • Proficient with client support solutions, knowledge management systems, AWS, and Salesforce 
  • Has excellent communication skills and an executive presence
  • Diligent tracking and reporting key performance indicators to internal stakeholders and BOD

 

Key Responsibilities 

  • Defines company strategy execution roadmap, priorities, and budget plan to achieve world-class customer success 
  • Responsible for continuous improvement of organizational processes and tools to ensure optimal customer service through the company’s growth 
  • Manages operations with well-articulated KPIs and data driven results 
  • Plays an active role with technical sales, client onboarding, and client success 
  • Works closely with executive management, Product Management, and Engineering influencing product direction to meet market needs and design for supportability
  • Implements and drives knowledge, self-service, CRM, ERP, and incident management tools for pre/ post sales, and customer support processes
  • Serves as the executive on point for key account escalations, ensuring cross-functional engagement to resolution and positive outcomes 
  • Direct and influence change management initiatives 
  • Direct and mentor department leaders 
  • Own attainment of high employee satisfaction and retention 

 

Requirements and Experience

  • BS or BA in computer sciences or similar discipline  
  • 10+ years technical services and pre/post sales engineering in eDiscovery, or compliance solutions
  • 5+ years leadership and budget responsibilities 
  • Experience managing and deploying CSS, CRMs, and KM solutions 

 

What we provide: 

  • Base pay + commissions 
  • Comprehensive benefits (BCBS medical, dental, vision, 401k, paid vacation, monthly stipend for mobile services and home office)
  • Professional development and career advancement opportunities 
  • EOE, AA

 

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