VP of Implementation & Support

Smokeball•Chicago, IL

About The Position

The VP of Implementation & Support owns everything that happens between “the client signs the contract” and “the client is up and running, confident, and getting real value from Smokeball.” This role brings Onboarding, Migrations, Training, and Support together as one connected function, with end-to-end accountability for how quickly and successfully new clients get live and how well we support them throughout their Smokeball journey. This is a leadership role with an opportunity to make an impact by building the teams, processes, and experiences that set clients up for long-term success, adoption, and retention, ensuring clients love using Smokeball.

Requirements

8+ years’ experience in SaaS across client onboarding, implementation, training, and/or support leadership.
5+ years of people leadership experience, including managing managers.
Experience in legal tech or another complex, regulated, or compliance-sensitive SaaS environment.
Proven experience leading technical data migrations at scale.
Experience building or significantly scaling client training or enablement programs.
Strong track record of owning KPIs/SLAs and using data to drive measurable improvements.
Experience partnering with Product and Engineering leadership to influence roadmap and priorities.
Strong operational leadership skills, with the ability to bring multiple functions together as one high-performing organization.
Excellent communication skills, from coaching teams through to executive-level reporting.

Responsibilities

Own the end-to-end onboarding and implementation strategy, from contract signature through go-live.
Build a scalable, flexible onboarding experience across firm sizes, practice areas, and product complexity.
Own key onboarding metrics including time-to-value, time-to-go-live, CSAT/NPS, and early product adoption.
Continuously identify and remove friction across the client journey.
Lead the end-to-end data migration strategy, ensuring data is accurate, secure, and migrated with minimal disruption.
Set standards for data quality, validation, testing, and risk management.
Partner with the Migrations Development team to drive automation, scalability, and self-service.
Own the strategy for client training across live onboarding, webinars, self-service content, and future academy/certification programs.
Use adoption and proficiency data to continuously improve training and drive product adoption.
Lead the performance of the Support function across Smokeball and its standalone products.
Own SLAs, response and resolution times, and client satisfaction.
Build strong escalation and feedback loops across Support, Product, and Engineering.
Use support trends to identify and address systemic product and process issues.
Lead and develop a multi-layered team of managers and individual contributors across Onboarding, Migrations, Training, and Support.
Build a strong leadership bench with clear accountability and autonomy.
Own headcount planning, career development, and performance management.
Partner closely with Client Success, Sales, Product, and Engineering to create a seamless client experience.
Bring the voice of new and actively supported clients into product and business decisions.
Use client insights and operational data to influence product priorities and continuously improve how we work.