Product Support and Training Manager

Cooley LLP•Washington, DC

5d•$120,000 - $175,000•Hybrid

About The Position

Cooley is seeking a Product Support and Training Manager to join the Product Team, which is part of the larger Innovation group at the firm. 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.

Requirements

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
Ability to work extended and/or weekend hours, as required
Ability to travel, as required
5+ 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 tools
Familiarity with software development practices, including agile/scrum, version control, and CI/CD awareness
Experience in Agile/Scrum environments
Experience writing or maintaining internal troubleshooting documentation
A builder mindset which thrives on observing processes, products, software applications, etc., with the ability to find ways to improve processes and applications
Strong organizational skills and attention to detail
Analytical mindset with a passion for problem‑solving and continuous improvement
Empathy‑driven approach to customer engagement with strong customer‑advocacy instincts
Ability to mentor peers and model high‑quality support behaviors
Entrepreneurial by nature
Exceptional interpersonal and communication skills
Ability to organize, prioritize and coordinate multiple activities often under tight timelines
Ability to drive projects to completion and achieve goals
Strong judgment
Team-player with collaborative spirit
Unwavering ability to handle and maintain confidentiality regarding firm information, projects, client data
High level of professionalism at all times
Demonstrated ability to lead through influence and develop talent
Proactive, analytical mindset
Effective presentation skills

Nice To Haves

Bachelor’s degree
Supervisory experience
Strong diagnostic skills across APIs, web applications, authentication, data validation, and system integrations
Hands-on experience with Azure DevOps, Jira, Confluence, or comparable systems
Ability to read and understand code (e.g., basic familiarity with scripting languages, JSON, XML, SQL)
Familiarity with cloud platforms such as Azure
Background in QA, systems analysis, or light development
Familiarity with user research methods, experiment design, and A/B testing
Experience collaborating closely with product teams to launch new features or products
Technical curiosity and ability to dive into application behavior, data structures, and systems
Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys

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 teams
Develop onboarding and adoption plans (training, office hours, job aids, communications) for new product launches, major releases, and key customer groups
Serve as primary escalation owner for complex or high‑visibility issues, coordinating with product, engineering, and external vendors when needed
Monitor support trends, recurring issues, and product gaps; deliver structured feedback to product management and engineering
Maintain and evolve documentation, troubleshooting guides, workflows, and standard operating procedures
Establish 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 improvement
Own development and delivery of all product-related training programs for internal teams, high-value customers, and business stakeholders
Conduct regular live and asynchronous training sessions, workshops, and onboarding programs
Partner with product management to ensure new features are launched with clear adoption guidance, release notes, job aids, demos, and internal communications
Create role-specific learning paths and certification-style programs to ensure consistent product proficiency across the organization
Evaluate training effectiveness through feedback and usage metrics; iterate content and delivery to improve outcomes
Support demo needs by maintaining demo environments, demo scripts, and standardized talk tracks for key products and features
Collaborate closely with product management to understand roadmap, feature goals, and success criteria
Define and execute “product readiness” processes—including training, documentation, messaging, and success measurement
Track adoption metrics and usage signals; identify and address gaps between intended and actual use
Partner with the product team to streamline the end-to-end product experience and remove friction points
Act as the connective tissue between product, support, engineering, and business and legal teams
Serve as a trusted product expert in both internal and external conversations
Advocate for user needs by synthesizing support data, user feedback, and training insights
Ensure consistent product messaging across documentation, training, communications, and stakeholder interactions
Maintain an authoritative knowledge base: product guides, FAQs, troubleshooting flows, SOPs
Continuously refine support processes, SLAs, training assets, and enablement frameworks
Own and optimize documentation for new and existing products, ensuring accuracy, clarity, and alignment with product intent
Serve as direct supervisor and mentor to direct reports
Provide 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 requests
Support business professional development and continued educational opportunities
In collaboration with immediate supervisor and central HR, participate in hiring, performance appraisals, counseling, termination and other employee lifecycle events
All other duties as assigned or required