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About the job

Legal.io is working with a rapidly growing legal tech company to hire a Legal Operations and Customer Success Specialist. In addition to making sure the customer onboarding process runs smoothly, the Legal Operations and Customer Success Specialist will contribute to and manage cross-functional efforts to develop and improve company-wide processes. This is an opportunity to get in at the ground floor and have a meaningful impact at a company that is scaling quickly to become critical to the operation of Legal Departments globally.

Job Responsibilities:

• Work with companies across all industries, small to large, to understand their legal operations challenges and how this legal software can assist.
• Project manage customer onboarding processes and assist with the implementation of the company’s software platform in enterprise legal departments.
• Work with customers to ensure successful software adoption - from go-live through to evangelist - for all members of a Legal Department. 
• Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction.
• Create, update and maintain process and procedure documentation and collateral for use by customers, including knowledge management resources. Ensure implementation and effectiveness of client training programs and self-service tools.
• Develop and implement appropriate metrics and benchmarking to measure the company’s performance eg. adoption rates, feature use, expansion etc.
• Work with Customer Success global team to enhance the efficiency, operations and performance of company processes, including resource planning and workflow optimization initiatives for customers.
• Stay abreast of current evolutions and best practices in legal operations across companies of all sizes.
• Work with the marketing team to design and execute customer success campaigns.

Qualifications:

• Bachelor's degree
• 5+ years of experience in a legal support or customer success function
• Strong experience in project management, business process management, technology change management and system implementation
• Experience in, and a passion for, developing and implementing successful and scalable processes
• Excellent written and verbal communication skills
• Ability to build great relationships with company and executive stakeholders
• Excellent analytical, critical thinking and problem-solving skills, including around technical, product, and business questions
• Confidence in having technical and business conversations with technical and non-technical points of contact
• Demonstrated ability to multi-task and work well in a fast-paced environment

Preferred Qualifications:

• Law degree and/or in-house legal experience
• Prior experience in legal operations or a customer success role at a legal technology company

Role Details: 

• Anticipated Start Date: Immediately
• Full time (Temp-to-perm)
• Location: United States (Remote - Kansas City)

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