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About the Role

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

Oversee Level 1–3 support workflows, ensuring consistent, high‑quality responses and escalations across the support team.
Develop onboarding and adoption plans 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.
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 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.
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.

Requirements

Exhibit proficiency in the Microsoft Office suite, iManage and other firm applications after orientation.
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.
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.
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.

Skills

Microsoft Office suite
iManage
SaaS support
Enterprise web applications support
Custom internal tools support
Agile/Scrum
Version control
CI/CD
Troubleshooting documentation
API diagnostics
Web application diagnostics
Authentication diagnostics
Data validation
System integration diagnostics
Azure DevOps
Jira
Confluence
Scripting languages
JSON
XML
SQL
Azure
QA
Systems analysis
User research methods
Experiment design
A/B testing
Product launch collaboration
Technical curiosity
Legal services environment
AMLAW 200 law firm experience
In-house legal department experience
Process improvement
Problem-solving
Customer engagement
Customer advocacy
Mentoring
Communication skills
Prioritization
Time management
Project management
Confidentiality
Professionalism
Leadership through influence
Talent development
Presentation skills

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

Senior level candidates may be considered
5+ years applicable experience

Education Level

Bachelor’s degree

Salary/Compensations

$120,000-$175,000

Benefits

Medical
Health savings account (with applicable medical plan)
Dental
Vision
Health and/or dependent care flexible spending accounts
Pre-tax commuter benefits
Life insurance
AD&D
Long-term care coverage
Backup care for children and/or adults
Other parental support benefits
Firm-paid life insurance
Firm-paid AD&D
Firm-paid LTD
Firm-paid short term medical benefits
21 days of Paid Time Off (“PTO”)
10 paid holidays
Generous parental leave
Fertility benefits

About the Company

Cooley is a leading technology law firm committed to becoming a leader in the digital practice of law.