Onboarding Specialist

Smokeball - Legal Software•Chicago, IL

6d•$70,000 - $75,000•Hybrid

About The Position

Onboarding is one of the most important times in a client’s journey, which means this role is one of the most pivotal at Smokeball. We need highly skilled communicators to help make the clients’ introduction to our software as seamless as possible. If you have experience in the legal industry, we would love to meet you! This is a hybrid role with our office being in Chicago, IL.

Requirements

2+ years of experience in a client onboarding or implementation, success, operations or client support role in a B2B SaaS environment.
Project management experience, managing multiple concurrent initiatives and projects
Exceptional presentation and training skills
Ability to understand and communicate technical information to nontechnical users
Strong experience collaborating across departments/teams
Genuine desire to engage with clients (a true “people person”)
A good working knowledge of the legal industry
Experience working within a CS platform (ie. Salesforce, ChurnZero, Gainsight, Intercom, etc.)

Responsibilities

Develop onboarding plans for clients for the first 90 days of their onboarding journey with Smokeball, outlining key milestones and deliverables.
Monitor and manage project timelines, keeping clients informed of their onboarding progress and potential delays.
Create and maintain project plans, guides, and other success templates that support clients during the onboarding process
Partner with your clients to help configure Smokeball based on their business needs
Consult on Smokeball best practices for optimizing firm performance
Evaluate and tailor training sessions to meet the unique needs and objectives of individual clients or firms, collaborating with our Training Team for best results
Assist in the resolution of client issues and escalating as required to the Manager, Client Onboarding, VP of Client Success, product or other relevant stakeholders.
Review usage metrics to help increase product adoption within your assigned book of business.

Benefits

Great Culture: Recognized as one of Crain's 2025 Best Places to Work in Chicago and named 2024's 10th Best Place to Work in the Technology Industry nationwide!
Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 11 paid holidays, birthday off, volunteer time, and more!
Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!
Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave
Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.
The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!
Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more
Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation

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