Hybrid Customer Onboarding Specialist Customer Onboarding Specialist

Swooped · United States Of America · Hybrid

About the job

About Our Client

A dynamic firm is on a mission to support injury law firms across America in providing a consistent and high standard of representation. This organization has helped thousands of victims receive fair compensation by empowering their representation with best-in-class insights and automation.

About The Role

In this pivotal role, you will play a vital part in ensuring clients enjoy a seamless and successful transition to an enhanced way of working. Your mission is to collaborate closely with 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, 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, ensuring a seamless and successful trial experience.
  • Partnership with Internal Teams: Collaborate closely with Customer Success Managers and Legal Operations teams to ensure a cohesive and comprehensive client experience, while also gathering, documenting, and implementing clients' 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 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 the platform's capabilities and find quick time to value.
  • Feedback Loop: Collect client feedback and insights during onboarding to drive continuous improvements in 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 They Look For:
  • 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:
  • Choice of medical, dental, and vision insurance plans for you and your family
  • Flexible paid time off and 10+ holidays per year
  • A stipend to upgrade your home office for fully-remote roles
  • 401k for US-based employees