Customer Onboarding Specialist

Job Description:

Are you passionate about guiding clients through a transformative change in their business processes? Join us as a Customer Onboarding Specialist at EvenUp! In this pivotal role, you will play a vital part in ensuring our clients enjoy a seamless and successful transition to an enhanced way of working. Your mission is to collaborate closely with our Customer Success Managers and Legal Operations teams during this critical phase, ensuring that clients not only embrace but also adeptly adapt to these innovative approaches. With your expert guidance, EvenUp customers will experience a smooth transition, unlocking their potential to deliver valuable outcomes for their organizations.

What you’ll do:

• Onboarding Excellence: Lead clients through a tailored onboarding journey during their initial months with EvenUp, ensuring a seamless and successful trial experience.

• Partnership with Internal Teams: Collaborate closely with Customer Success Managers and our Legal Operations teams to ensure a cohesive and comprehensive client experience, while also gathering, documenting, and implementing clients' firm preferences to enhance their journey.

• Client Engagement: Proactively engage with clients to understand their unique needs, challenges, and expectations during the trial period.

• Knowledge Transfer: Provide prescriptive guidance and ensure clients are well-informed about EvenUp's features, functionality, and best practices to empower them for success.

• Smooth Transition: Facilitate the successful transition from trial to subscription by ensuring clients fully leverage EvenUp's capabilities and find quick time to value.

• Feedback Loop: Collect client feedback and insights during onboarding to drive continuous improvements in our services and processes.

• Documentation: Maintain clear and comprehensive records of client preferences and requirements to ensure smooth handoffs.

• Resource Development: Create and curate onboarding resources, documentation, and training materials to support clients.

• Performance Metrics Monitoring: Collaborate with Customer Success Managers to track and report on client onboarding efforts and trial conversion rates.

What you’ll need:

• Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus

• Proven experience in customer onboarding, client services, or a related role

• Excellent communication and interpersonal skills

• Strong organizational and project management abilities

• Proactive problem-solving and creative thinking

• Ability to work collaboratively within cross-functional teams

• Familiarity with SaaS or service-oriented business models

• Experience in Legal Tech or working with Legal Professionals is a plus

• Ability to travel within the United States up to 25% is required

Benefits & Perks:

We seek to empower all of our team members to fulfill our mission of making the world a more just place, regardless of our team’s function, geography, or experience level. To that end, we offer:

• Fully remote setup - work from wherever you feel is best (Plus a stipend to upgrade your home office!)

• Flexible working hours to match your style

• Offsites - get to meet your coworkers on a fully-expensed trip every 6-12 months!

• Choice of great medical, dental, and vision insurance plan options

• Flexible paid time off

• A variety of virtual team events such as game nights & happy hours

About EvenUp

EvenUp is a venture-backed generative AI startup that ensures injury victims are awarded the full value of their claims, expanding the $100B+ in awards granted to injury victims every year. Every year, the legal system has made it difficult for millions of ordinary people to seek justice, especially for folks without means or who come from underrepresented backgrounds. Our vision is to help these injury victims get the justice they deserve, irrespective of their income, demographics, or the quality of their legal representation.

EvenUp operates across all types of injury cases, from police brutality and child abuse to California wildfires and motor vehicle accidents. Our ML-driven software empowers attorneys to accurately assess the value of these cases by doing a core part of their workflow (legal drafting), enabling them to secure larger settlements in record time. 

We are one of the fastest gr