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Hybrid Customer Onboarding Manager na Filevine

Filevine · Salt Lake City, Estados Unidos Da América · Hybrid

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Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission
Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.

Job Summary:

This person is responsible for overseeing, managing, and monitoring various aspects of the customer pathway from post-sale through implementation and after launch of the Filevine product. This person will manage roughly 4-6 customer onboarding coordinators. This role ensures customers are correctly aligned with expectations, are implemented properly, and receive high-quality support throughout their journey. The position involves close collaboration with customers, partners, and internal teams to ensure seamless communication, alignment, and successful adoption of Filevine.


Responsibilities
  • Manage a team of customer onboarding coordinators; help them achieve their greatest level of success.
  • Validate certified implementation partners' statements of work and ensure customers are assigned to an appropriate partner.
  • Track and monitor internal data to ensure up-to-date and accurate information is provided by partners and customers.
  • Review sales calls and partner/customer calls to ensure correct information is being communicated and expectations are aligned.
  • Check in with customers during the implementation process to address questions and maintain satisfaction.
  • Maintain relationships and lead communication channels between customers, partners, and internal teams during escalations.
  • Monitor progress to ensure implementation issues and roadblocks are resolved effectively.
  • Ensure partner and customer expectations are aligned throughout the process.
  • Validate customers have been launched successfully with the product.
  • Monitor customer usage and flag at-risk customers for intervention.
  • Collect satisfaction scores and identify successful customer stories showcasing Filevine’s value.


    • Qualifications
  • Exceptional communicator with experience working post-sale with cross-functional teams (sales, customer success, and implementation partners).
  • 8+ years of experience in customer success, account management, or implementation coordination roles, ideally in SaaS or technology solutions.
  • Proven track record of managing partner relationships and ensuring contractual/statement-of-work compliance.
  • Proficiency in data tracking, reporting, and analysis to monitor partner and customer progress. 
  • Strong organizational and time management skills to handle multiple customers and partners simultaneously.
  • Legal experience is a plus! 


    • Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at [email protected]

    Cool Company Benefits:
    - A dynamic, rapidly growing company, focused on helping organizations thrive 
    - Medical, Dental, & Vision Insurance (for full-time employees)
    - Competitive & Fair Pay
    - Maternity & paternity leave (for full-time employees)
    - Short & long-term disability
    - Opportunity to learn from a dedicated leadership team
    - Centrally located open office building in Sugar House
    - Top-of-the-line company swag

    Privacy Policy Notice
    Filevine will handle your personal information according to what’s outlined in our Privacy Policy.
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