Implementation Services Manager – USA
The Implementation Services Manager is responsible for ensuring an effective and enjoyable onboarding experience for new clients. Reporting to the Senior Director of Customer Success, you’ll be a key contributor and integral stakeholder to our customer’s success, and play a vital role in between Sales and Customer Success teams at LawVu.
You’ll be working daily with new customers to align their tailored implementation of LawVu to their In-house legal department goals. You will become a champion of the LawVu platform and work across multiple teams to deliver success in this role of Implementation Services Manager.
Ideally, you’ll be located in the United States in Central Standard Time.
Success in this position ensures that the client’s short and long term objectives, internal workflows and ways of working are well understood and documented. A clients onboarding to LawVu is a tailored implementation experience, designed to suit their key objectives and use of the platform. Where necessary, you’ll leverage internal teams and partners to help deliver project timelines and goals.
- Develop and continually improve the implementation process, including active use of
CRM and Project Management tools and documentation, as required.
- Work closely with other members of the implementation team and the customer
success team to define and improve processes.
- Communicate with clients to fully understand their objectives, requirements, internal
workflows and ways of working.
- Identify and engage stakeholders, preparing, managing and communicating a clear,
timed implementation plan.
- Set up new client accounts, including configuration as required.
- Run train-the-trainer style sessions, remotely and on-site when required.
- Escalate issues to the support team and liaise with them through to resolution.
- Feed back end-user experiences to the product team and customer success.
Skills and Experience
- 2 + years of previous experience in an implementation or application support role
- Knowledge and understanding of the legal industry
- Strong time management and organisational skills, and the ability to multitask
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Experience with Salesforce, GSuite, Zoom, Project management
- Located in United States
About Lawvu & our Culture
LawVu is a modern software platform that is revolutionizing the way corporate legal teams manage legal and engage with the wider business. LawVu is creating a true legal operating system. We’re helping in-house legal teams to reduce risk while providing massive productivity gains along with cloud technology to share and collaborate on files. We have both clients and staff around the world so if you enjoy working in a fast based entrepreneurial environment then you are the person we are looking for.
Our team is only as strong as the culture it is built upon. Our core values are listed below.
If our core values resonate with you and have the skills and desire to get your teeth stuck into a real challenge then we would love to welcome you to the team.
LawVu was founded to bring greater honesty and integrity to the legal industry – so it makes sense that we ourselves, are good, honest people. We believe in staying humble, and realise that we all have a lot to learn, no matter who we are. We believe in acknowledging others and giving credit where it’s due. Find the “truth” Listen carefully Question intently Connect with empathy Be honest and transparent.
Challenge each other. Respectfully.
Back yourself. Back others.
At LawVu, we are inspired by ‘impossibilities’. To make the ‘impossible’ a reality, each and every one of us must think like a problem solver – erasing the word ‘can’t’ from our minds. There is always a way to overcome challenges and we won’t rest until we’ve found it. If we can’t find the right path, that’s when it’s time to build a new one. Trust in our individual expertise. Grab opportunities. Embrace challenges. Mistakes happen. Own them. Learn from them, spread the knowledge. Be truthful. Be helpful. Be kind. Celebrate your successes.
We are a tribe, we win as a team.
Move swiftly. Create simplicity.
To reach our full potential it is vital that every team member own their actions. To own your actions is to embrace responsibility, show leadership and take initiative. To ‘put our name on it’ is also to take pride in everything we do – from our results to our customer service and quality of solutions. Do the things that matter most. Be fluid and flexible If you can solve a problem, solve it now. Optimise the important.
Design for scalability.
Bring your whole self.
We are passionate about what we do and we work hard to deliver results. In saying that, we are serious about striking a healthy work/life balance. We know that our work improves as a result of feeling content both inside and out of the office and encourage the team to work the hours that suit their situation. We also believe flexibility and fresh thinking hold the key to future growth. It is up to each of us to champion new ideas and approach change with an open mind.
Bring your personality Bring your quirks. Bring your diversity. Bring your smile. Enjoy the adventure.
Don’t see a role for you?
We’re always on the lookout for great talent, so even if we don’t have a role advertised, we’d still love to hear from you!