Product Support and Training Manager

Product Support and Training ManagerCooley is seeking a Product Support and Training Manager to join the Product Team, which is part of the larger Innovation group at the firm.Hybrid Schedule: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.Position summary: As a leading technology law firm, Cooley is committed to becoming a leader in the digital practice of law. The Product Support & Training Manager is responsible for ensuring that internal teams and end users can successfully adopt, use, and advocate for Cooley's product portfolio. This role provides strategic leadership across product support, training, and enablement, combining deep product expertise, advanced support oversight, and structured learning programs to drive readiness, consistency, and overall product effectiveness across the organization. Serving as a key bridge between product, support, knowledge management, engineering, and customer success, this role delivers a unified experience across the product lifecycle. Responsibilities include overseeing complex issue resolution and escalation processes, establishing effective feedback loops, and designing proactive training and enablement initiatives that support cross-functional alignment and organizational preparedness.Position responsibilities:Oversee Level 1–3 support workflows, ensuring consistent, high?quality responses and escalations across the support team, aligning with similar responsibilities in internal support teamsDevelop onboarding and adoption plans (training, office hours, job aids, communications) for new product launches, major releases, and key customer groupsServe as primary escalation owner for complex or high?visibility issues, coordinating with product, engineering, and external vendors when neededMonitor support trends, recurring issues, and product gaps; deliver structured feedback to product management and engineeringMaintain and evolve documentation, troubleshooting guides, workflows, and standard operating proceduresEstablish and report on experience and service metrics (e.g., CSAT, time-to-first-response, time-to-resolution, training completion, adoption/usage signals) and drive continuous improvementTraining & Enablement:Own development and delivery of all product-related training programs for internal teams, high-value customers, and business stakeholdersConduct regular live and asynchronous training sessions, workshops, and onboarding programsPartner with product management to ensure new features are launched with clear adoption guidance, release notes, job aids, demos, and internal communicationsCreate role-specific learning paths and certification-style programs to ensure consistent product proficiency across the organizationEvaluate training effectiveness through feedback and usage metrics; iterate content and delivery to improve outcomesProduct Adoption & Readiness:Support demo needs by maintaining demo environments, demo scripts, and standardized talk tracks for key products and featuresCollaborate closely with product management to understand roadmap, feature goals, and success criteriaDefine and execute "product readiness" processes—including training, documentation, messaging, and success measurementTrack adoption metrics and usage signals; identify and address gaps between intended and actual usePartner with the product team to streamline the end-to-end product experience and remove friction pointsCross-Functional Collaboration:Act as the connective tissue between product, support, engineering, and business and legal teamsServe as a trusted product expert in both internal and external conversationsAdvocate for user needs by synthesizing support data, user feedback, and training insightsEnsure consistent product messaging across documentation, training, communications, and stakeholder interactionsKnowledge, Documentation & Process Improvement:Maintain an authoritative knowledge base: product guides, FAQs, troubleshooting flows, SOPsContinuously refine support processes, SLAs, training assets, and enablement frameworksOwn and optimize documentation for new and existing products, ensuring accuracy, clarity, and alignment with product intentTeam Professional Development:Serve as direct supervisor and mentor to direct reportsProvide day-to-day supervision of direct reports, ensure compliance with assigned work hours and monitor for compliance with all firm and department policies. Manage staffing coverage, review and process time logs/time off requestsSupport business professional development and continued educational opportunitiesIn collaboration with immediate supervisor and central HR, participate in hiring, performance appraisals, counseling, termination and other employee lifecycle eventsAll other duties as assigned or requiredSkills and experience :Required:After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applicationsAbility to work extended and/or weekend hours, as requiredAbility to travel, as required5+ years applicable experience in the field (e.g., web-based applications support, applications training and management of knowledge bases and help content)Experience supporting SaaS, enterprise web applications, or custom internal toolsFamiliarity with software development practices, including agile/scrum, version control, and CI/CD awarenessExperience in Agile/Scrum environmentsExperience writing or maintaining internal troubleshooting documentationPreferred:Bachelor's degreeSupervisory experienceStrong diagnostic skills across APIs, web applications, authentication, data validation, and system integrationsHands-on experience with Azure DevOps, Jira, Confluence, or comparable systemsAbility to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)Familiarity with cloud platforms such as AzureBackground in QA, systems analysis, or light developmentFamiliarity with user research methods, experiment design, and A/B testingExperience collaborating closely with product teams to launch new features or productsTechnical curiosity and ability to dive into application behavior, data structures, and systemsExperience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneysCompetencies :A builder mindset which thrives on observing processes, products, software applications, etc., with the ability to find ways to improve processes and applicationsStrong organizational skills and attention to detailAnalytical mindset with a passion for problem?solving and continuous improvementEmpathy?driven approach to customer engagement with strong customer?advocacy instinctsAbility to mentor peers and model high?quality support behaviorsEntrepreneurial by natureExceptional interpersonal and communication skillsAbility to organize, prioritize and coordinate multiple activities often under tight timelinesAbility to drive projects to completion and achieve goalsStrong judgmentTeam-player with collaborative spiritUnwavering ability to handle and maintain confidentiality regarding firm information, projects,client dataHigh level of professionalism at all timesDemonstrated ability to lead through influence and develop talentProactive, analytical mindsetEffective presentation skillsCooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.The expected annual pay range for this position with a full-time schedule is $120,000-$175,000. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience. Please note that final offer amount will be dependent on geographic location, applicable experience and