- Lead and mentor a team of functional consultants, providing guidance and support to ensure high-quality customer support.
- Handle complex customer issues and provide timely, accurate, and effective solutions.
- Collaborate with cross-functional teams to gather requirements, understand customer needs, and propose innovative solutions.
- Document and maintain knowledge base articles, ensuring accurate and up-to-date information for internal and external use.
- Conduct training sessions and knowledge-sharing initiatives to enhance the skills of the support team.
- Monitor and analyze customer feedback, identifying trends and areas for improvement.
- Work closely with product management and development teams to prioritize and implement product enhancements.
- Ensure compliance with company policies, procedures, and quality standards.
- Stay updated with industry trends, best practices, and emerging technologies to enhance support strategies.
- Minimum 5 years to 8 years of experience in a customer-facing role, preferably in a functional consulting or support capacity.
- Strong database knowledge and experience working with relational databases.
- Excellent problem-solving and analytical skills, with the ability to think critically and provide innovative solutions.
- Proven leadership and mentoring skills, with the ability to guide and motivate a team.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proficiency in using support tools, ticketing systems, and knowledge management platforms.
- Familiarity with Agile methodologies and a customer-centric approach to product development.
- Willingness to work in rotational US shifts and adapt to a hybrid work model.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.
About the TeamWho we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected] or get in touch with your recruiter.
Skills Required
- Minimum 5 years to 8 years of experience in a customer-facing role, preferably in a functional consulting or support capacity.
- Strong database knowledge and experience working with relational databases.
- Excellent problem-solving and analytical skills.
- Proven leadership and mentoring skills.
- Exceptional communication and interpersonal skills.
- Proficiency in using support tools, ticketing systems, and knowledge management platforms.
- Familiarity with Agile methodologies.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Icertis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Icertis and has not been reviewed or approved by Icertis.
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Fair & Transparent Compensation — Pay is described as competitive in select roles and markets, and bands for functions like sales and engineering often track broader tech‑market levels. This points to compensation that can align well with market for certain functions and geographies.
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Retirement Support — A 401(k) with company match is employer‑verified in the U.S., indicating solid retirement benefits in core markets. This provides a clear foundation of long‑term financial support.
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Leave & Time Off Breadth — Vacation and paid time off are employer‑verified in the U.S., and programs such as “7 Days for Humanity” and an additional July 4th break extend time‑off options. Together these elements reflect a broad mix of leave offerings beyond standard PTO.
Icertis Insights
What We Do
With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million+ contracts worth more than $1 trillion, in 40+ languages and 90+ countries.
