Client Services Consultant, Training & Implementation

Jonas Software

1d•Remote

About The Position

BEC Legal Systems is hiring a remote Client Services Consultant, Training & Implementation, based in Canada or the USA. Reporting to the Operations Manager, BEC Legal Systems, this client-facing position combines project management, software configuration, training delivery, and scheduled support. The consultant owns complex implementations and upgrades from kickoff through go-live, consults with clients about their business practices and workflows, and leads BEC’s client training program. The role works closely with R&D, QA, Sales, and the Data & Integrations consultant, and includes travel of up to 10% for periodic visits to the Cincinnati office, occasional client-site visits, and industry conferences such as ILTACON. Approximately 60% of the role focuses on Training & Implementation, approximately 25% on scheduled support rotations, and approximately 15% on team enablement. The consultant also contributes to shared team resources and helps cross-train colleagues so the team can provide knowledgeable implementation, training, and support coverage.

Requirements

At least 5 years in a customer-facing professional services role leading client onboarding, implementations, and training.
Hands-on experience with legal practice management, matter management, docketing, or document automation platforms as a user, trainer, or administrator.
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.
Ability to work 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 to understand 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 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 team's 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 R&D and QA teams to inform product direction and quality.
Assist with training BEC employees when needed.