Infodash

Customer Support

• Serve as the first point of contact for all customer support requests.
• Assess and categorize incoming support requests.
• Resolve configuration-related issues directly.
• Work with customers to gather detailed information for bug reports.
• Proactively follow up on open issues.
• Maintain accurate records of support interactions and resolutions.
• Act as the voice of the customer, providing feedback to internal teams.

Customer Support Specialist

Consultant

• Partner with legal firms to implement Infodash using standard, out-of-the-box capabilities
• Translate approved use cases into configured Infodash experiences, ensuring consistency, speed, and alignment with the Infodash product model
• Configure and deploy Infodash solutions built on Microsoft 365, primarily leveraging SharePoint Online, Microsoft Teams, and related services
• Implement and validate Infodash integrations with Microsoft 365 and approved third-party systems
• Deliver Infodash training using existing, standardized training materials
• Guide clients toward Microsoft-recommended best practices for Microsoft 365 governance

Microsoft 365 Consultant

Vice President

• Define and champion a focused product vision rooted in the legal AI landscape.
• Track developments in generative AI, enterprise search, and adjacent categories, and translate that intelligence into product decisions.
• Own the multi-year product roadmap, making deliberate build-vs.-buy-vs.-partner decisions based on where Infodash can differentiate versus where it should leverage Microsoft or third-party integrations.
• Drive the evolution of Infodash’s AI capabilities, including platform integration and interoperability with leading AI tools.
• Own the UI/UX experience and drive continuous improvement.
• Identify emerging opportunities and bring them to market ahead of competitors.
• Establish and lead the product operating model, including planning cycles, release cadence, and prioritization.
• Oversee and grow the product management team, ensuring predictable, high-quality delivery in an Agile/Scrum environment.
• Drive cross-functional alignment between Product, Engineering, Sales, Marketing, Client Success, and Global Client Services.
• Use AI tools (e.g., Claude Code, Cursor) to rapidly prototype concepts and build leadership buy-in.
• Define and track product success metrics, including adoption, retention, usage patterns, and revenue impact.
• Use data and experimentation to validate which features drive real engagement.
• Lead Client Advisory Panels and innovation forums to capture the Voice of the Customer.
• Engage directly with key clients, prospects, and partners to validate product direction.
• Represent Infodash at industry events, client briefings, and thought-leadership initiatives.
• Define Lighthouse programs to beta test new features with design partners.
• Partner with Sales and Marketing to develop value propositions, messaging, competitive positioning, and support major deals.
• Own pricing and packaging strategy across product SKUs, including evaluation of usage-based and tiered models as Infodash layers in AI capabilities.
• Ensure product releases align with revenue goals and market opportunities.

Customer Support Specialist

Microsoft 365 Consultant

Vice President of Product