Senior Client Onboarding Consultant

Smokeball - Legal Software•Chicago, IL

1d•$135,000 - $150,000

About The Position

Key Responsibilities Lead complex onboarding projects for large or high-value law firms, serving as the main point of contact from kickoff through go-live. Dive deep into client workflows and business processes, uncovering inefficiencies and identifying opportunities to streamline operations using our software. Design and configure product setups that align directly with each firm’s goals, ensuring the platform fits seamlessly into their day-to-day practice management. Facilitate process-mapping and discovery sessions, translating client needs into actionable configuration and training plans. Collaborate cross-functionally with internal teams (Sales, Product, Training, Account Management, Support) to deliver a unified client experience. Proactively manage project timelines, risks, and milestones, keeping clients and stakeholders informed and confident throughout the implementation journey. Champion user adoption, developing rollout strategies and change management approaches that empower clients to fully embrace new workflows. Continuously refine onboarding frameworks and best practices to improve efficiency, scalability, and client outcomes.

Requirements

5+ years of experience in implementation management, client onboarding, or consulting within a B2B SaaS environment. Legal tech or legal background experience required but could be substituted with 8 years of implementation/client onboarding experience.
Proven ability to build strong client relationships, gain trust, and establish yourself as a strategic and reliable advisor.
Demonstrated ability to analyze business processes, identify workflow improvements, and configure software to drive efficiency and adoption.
Deep understanding of change management principles and the ability to guide clients through behavioral and operational transitions effectively.
Exceptional project management and stakeholder communication skills, with a proven record of managing multiple enterprise-level clients simultaneously.
Strong technical aptitude and experience working directly in software configuration, data mapping, and workflow setup.
Consultative mindset—able to bridge the gap between technology and business value.
Passion for helping clients transform their operations and achieve tangible outcomes.
Working knowledge of Client Success tools (ie: ChurnZero, Gainsight, Totango, etc.)

Responsibilities

Lead complex onboarding projects for large or high-value law firms, serving as the main point of contact from kickoff through go-live.
Dive deep into client workflows and business processes, uncovering inefficiencies and identifying opportunities to streamline operations using our software.
Design and configure product setups that align directly with each firm’s goals, ensuring the platform fits seamlessly into their day-to-day practice management.
Facilitate process-mapping and discovery sessions, translating client needs into actionable configuration and training plans.
Collaborate cross-functionally with internal teams (Sales, Product, Training, Account Management, Support) to deliver a unified client experience.
Proactively manage project timelines, risks, and milestones, keeping clients and stakeholders informed and confident throughout the implementation journey.
Champion user adoption, developing rollout strategies and change management approaches that empower clients to fully embrace new workflows.
Continuously refine onboarding frameworks and best practices to improve efficiency, scalability, and client outcomes.

Benefits

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, dental, and vision coverage. 401(k) match, monthly wellness stipend, generous parental leave.
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). We also offer weekly catered lunch and free monthly massages provided by a licensed massage therapist!

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