Job Title: Senior Implementation Manager
Reports to: Implementation Team Lead
Organization: Customer Success
Job Summary:
This role serves as the primary post-sales point of contact for customers and leads the implementation process across internal and external teams. The Implementation Manager guides new customers through a structured, consultative onboarding experience, managing the handoff from Sales and ensuring firms are fully educated on Case Status products and services.
The Senior Implementation Manager owns the end-to-end implementation process, including system setup, configuration, and activation for newly launching firms, and manages the project through a successful transition to Client Success. The role works closely with Sales and Customer Success Managers to support a seamless customer lifecycle, advocating for customer needs and solutions that drive adoption and retention. As the liaison from post-sale through onboarding, this role ensures alignment, accountability, and a strong foundation for long-term customer success.
Responsibilities:
- Lead implementations, including oversight of the project plan, stakeholder management and timeline
- Serves as expert consultant regarding product set-up/configuration, functionality, and best practices
- Conducts discovery sessions with new customers, in particular engaging the firms’ Case Status key users and decision makers.
- Demonstrates strong consultative and advisory skills to drive confident buyers and product stickiness
- Develops implementation project plans and maintains documentation and timeline of implementation projects and customer sentiment along the way
- Utilizes rolling implementation metrics to improve processes and tweak touch points to drive results
- Delivers prescriptive and consultative product sessions for internal firm project owners, setting the scene for a smooth transition for all users to receive full functionality training once transferred to the Software Trainer
- Serves as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects as applicable including scoping and planning for enterprise customers
- Develops and maintains systematic communication of product feedback and requests with the Product team
- Maintains consistent and competent usage of our internal tools to run the business effectively (CRM, Data tools, project management tools, etc.)
Qualifications:
- 4+ years’ experience in a project management or implementation type role, preferably in the technology world
- Detailed product functionality knowledge
- Outstanding verbal and written communication skills, with demonstrated executive presence
- Strong organizational skills, including ability to follow processes and needs for consulting sessions
- Strong analytical approach to determine advantageous solutions for our business and the customer
- Strong attention to detail and process
Results this role will drive:
- Engagement and buy-in from firm decision makers and key users, positively impacting monthly recurring revenue
- Successful, cohesive firm launches which lead to engaged, confident users and product adoptions
- Streamlined onboarding processes to improve the customer experience and potential for referrals
- Trusted advisors of legal tech within our market space, driving brand awareness and recognition
- Successful business impact as measured and assessed by quarterly goals and objective
Location:
This is an on-site role based out of our Daniel Island, SC. office. Applicants not currently located in Charleston, SC need not apply.
