Senior Implementation Services Manager

LawVu is transforming the legal industry by providing the world’s leading and most loved platform for in-house legal teams. 

LawVu is a fast growing New Zealand software company with customers and employees around the globe, including in New Zealand, United States, Australia and Europe. Our legal workspace is a category creating software platform that is designed specifically for in-house legal teams. We’re backed by leading venture capital firms, including Insight Partners and Airtree Ventures. 

The Senior Implementation Services Manager is responsible for ensuring an effective and enjoyable onboarding experience for new clients. You will be working with key stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will ensure that the client's short and long-term objectives, internal workflows and ways of working are well understood and documented, and tailor the implementation experience to suit their key objectives and successful adoption of the LawVu workspace. This role will call on a combination of technical implementation and customer-facing people management skills to guide clients smoothly and quickly through the onboarding experience.

What you’ll do…

Onboard new customers

• Engage multiple client stakeholders, preparing, managing and communicating a clear implementation plan.
• Partner with customers to understand their ways of working; consulting on the best ways to leverage LawVu.
• Become a master of our product, configuring new accounts and training customers remotely and on-site when required.
• Achieve an average implementation completion timeframe of 90 days or less.
• Handoff successfully adopted customers to Customer Success Management.

Technical setup & design

• Help our customers save time through automation. Use conditional logic and IF statements to automate their contract templates.
• Streamline a customer’s processes in LawVu through the setup of business portals, and the use of conditional form logic.
• Guide customers through the planning and preparation of historic data for migration into LawVu; including the use of our AI tools; from old software, network drives and databases.
• Support clients who leverage the many LawVu integrations, be it through our public API, Microsoft Power Connector option, or suite of off-the-shelf integrations.

Project Management

• 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.
  

Adoption and Success

• Multithread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.
• Coach customers through Change Management as they roll-out LawVu to their teams and business.
• Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. Escalate issues to the support team and liaise with them through to resolution.

What you’ll need…

• 5 + years previous experience in a SaaS implementation and/or project management role.
• Knowledge and understanding of the legal industry is not required, but highly preferred. 
• Strong time management and organizational skills, and the ability to multitask.
• Excellent listening, verbal and written communication, negotiation and presentation skills.
• Practical understanding of data management, APIs, IF statements, conditional and logical reasoning. 
• Excellent knowledge of MS Office and Office 365 tools including Word, PowerPoint, and Excel.  

Location

You must be located in East Coast, US.

What sets us apart:

• Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcar