Client Services Consultant, Training & Implementation

BEC Legal Systems

1d•Remote

About The Position

BEC Legal Systems is seeking a client-facing consultant to lead client training and complex implementations and upgrades from kickoff through go-live. The consultant will understand clients’ business practices, configure solutions to support their workflows, and deliver training that promotes adoption. The position combines project management, software configuration, training delivery, and scheduled support. The consultant will collaborate with R&D, QA, Sales, and the Data & Integrations consultant, and will travel as needed. The role’s core specialty is Training & Implementation (approximately 60%), including ownership of the client training program and delivery of implementations and upgrades. It also includes scheduled support rotations (approximately 25%) and team enablement (approximately 15%), including peer and internal training and contributions to shared knowledge resources. Client Services consultants have a core specialty, cover a defined share of work in another area, and contribute to shared team assets. Support coverage is scheduled to protect implementation and training commitments. The position is remote in Canada or the USA, reports to the Operations Manager, BEC Legal Systems, and involves travel of up to 10% for periodic visits to the Cincinnati office, occasional client-site visits, and industry conferences such as ILTACON.

Requirements

At least 5 years in a customer-facing professional services role leading client onboarding, implementations, and training.
Hands-on experience as a user, trainer, or administrator with legal practice management, matter management, docketing, or document automation platforms, such as BEC's suite or comparable tools.
Experience using generative AI tools such as Claude, ChatGPT, or Copilot to improve personal productivity, optimize workflows, or improve client communication.
Ability to excel in a data-driven, metrics-oriented environment and build metrics where they do not yet exist.
Excellent written and verbal communication skills, strong listening skills, and a genuine service orientation.
Comfort working independently and remotely in a lean organization where leaders are both strategic and hands-on.

Responsibilities

Own BEC's client training program, including curriculum design, onsite and web-based delivery, and recorded or self-serve training assets.
Lead complex implementations and upgrades of BEC products from initial configuration through go-live, on schedule and in line with client expectations.
Consult with clients about their current business practices and recommend best practices for installations and conversions.
Educate clients on software configuration, application integrations, and data entry so they can use the software's capabilities effectively.
Partner with the Data & Integrations consultant on data mapping and validation during implementations.
Take scheduled support rotations, owning Level 1 triage, resolution, and SLA performance while on rotation.
Escalate Level 2 issues and product defects through the defined escalation path.
Support clients after go-live, including reporting issues and enhancement requests.
Train and certify teammates on implementation and training delivery for priority products.
Contribute knowledge base articles based on implementation and training experience.
Provide product-use expertise to internal R&D and QA teams to inform product direction and quality.
Assist with training BEC employees when needed.