Implementation Specialist
About The Position
FirmPilot is the leading growth platform for law firms looking to scale with precision. We combine AI-driven insights, marketing automation, and data-backed performance to help firms convert traffic into retained clients. We are a fast-paced, venture-backed startup scaling with serious momentum and an eye for operational excellence. About the Role We are looking for an Implementation Specialist who can own the client onboarding experience from post-sale handoff through full deployment and ongoing platform success. You will work cross-functionally to deliver seamless integrations, guide firms through our product setup, and ensure long-term value through continuous support. This role is ideal for someone who thrives in fast-paced environments, has a deep sense of ownership, and brings a service-oriented mindset to technical execution. A strong candidate will not just handle onboarding, but also offer ongoing support and maintenance after onboarding to ensure our clients remain successful well beyond launch.
Requirements
- 4+ years of experience in implementation, client onboarding, or technical account management
- Strong organizational skills with the ability to manage multiple client timelines at once
- Comfort working across cross-functional teams, including Engineering, Customer Success, and Product
- Experience with web-based platforms, CRM tools, form builders, analytics tools, or martech systems
- Client-first mindset and a drive to ensure value is delivered beyond onboarding
- Ability to remain composed and solution-oriented under pressure
Nice To Haves
- Experience with basic HTML, Google Analytics, WordPress, Elementor, and Callrail
- Experience working in a startup or fast-growth SaaS environment
- Understanding of legal services or professional services industries
Responsibilities
- Lead onboarding for new clients by coordinating internal resources, setting clear expectations, and configuring platform access
- Own the full setup lifecycle from technical kickoffs through go-live milestones
- Customize marketing automation flows, contact integrations, domain settings, and conversion tracking based on client needs
- Translate complex digital marketing and technical concepts into easy-to-follow instructions for legal teams
- Offer post-onboarding support to ensure continued success, including proactive check-ins, minor adjustments, and troubleshooting
- Provide technical guidance to clients on web integrations, intake systems, and third-party tools
- Maintain documentation of each implementation, including status updates, outstanding items, and resolution logs
- Identify patterns in client feedback and work with the Product and Success teams to improve implementation efficiency and satisfaction
Benefits
- 100% premium cost for employee: health, dental, and vision coverage
- Discretionary paid time off
- 11 holidays observed, and 2 floating holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
