Assembly Software
Posted 31 days agoVerified live 1d ago
Customer Experience Program Manager
Brief overview
Remote
Customer Experience ManagementCSAT Program ManagementNPS Program ManagementCustomer Escalation ManagementProduct Prioritization
About the company
Assembly Softwareassemblysoftware.com
Assembly Software is the provider of Neos, a best-in-class legal practice and case management software
Job description
Summary
Assembly Software is a SaaS company providing case management platforms for personal injury law firms. The Customer Experience Program Manager coordinates work across Customer Success, Customer Support, and Professional Services, manages escalations and cross-functional prioritization, runs CSAT and NPS programs, and oversees implementation, training logistics, and visibility systems.
Responsibilities
- When an escalation needs to move, you're the one who makes sure it actually does
- When Support, Success, and Professional Services each show up to Product with a different list of what matters most, you're the one who turns three lists into one that Product can actually act on
- You'll run the CSAT and NPS program end to end, keep implementation and training logistics running on schedule, and own the systems that make all of this visible
Benefits
- Fully remote work arrangement
- Medical, dental, and vision plans
- Short and long term disability coverage
- Supplemental insurance options
- 401(k)
- Flexible time off
- Paid parental leave
- An Employee Assistance Program
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