Implementation Specialist onboarding clients during initial implementation of Axxess products and services. Collaborating with teams to ensure smooth client transitions at Axxess.
About the role
- Legal Engineer at Ironclad implementing customer solutions and managing contracts through the contracting lifecycle. Collaborating with teams to ensure successful delivery and customer satisfaction in a hybrid role.
Responsibilities
- Lead 5-15 customer implementations simultaneously. Collaborate with other professional service team members to manage customer projects and ensure on-time delivery and successful implementations.
- Apply best practices and advise customers on managing contracts throughout the contracting lifecycle, via reports, metrics and reminders.
- Leverage your product and industry expertise to design and build customers’ contracting processes in Ironclad. Enable customers to build and maintain their Ironclad instances.
- Lead challenging conversations with customers to reset expectations and address product feedback. Advise customers on trade-offs that balance project timeline and their implementation goals.
- Serve as the internal “Voice of Customer” by regularly sharing product feedback and collaborating with our Product team.
- Proactively identify opportunities to improve our team’s implementation processes
- Respond to customer escalations in a way that inspires confidence and customer loyalty
- Collaborate cross-functionally with Sales, Support and Customer Success Managers to support the success of customers
Requirements
- 3+ years of professional service and/or consulting experience with software companies (B2B SaaS and experience with integrations preferred).
- Passion for learning new technologies and driving outcomes through technical solutions.
- Demonstrated capability to establish meaningful relationships with customers, hold customers accountable, and manage customer expectations and escalations effectively.
- Ability to successfully navigate enterprise customers’ complex organizational structures - this involves deeply understanding the dynamics and priorities of customers’ Legal, Sales, Procurement and/or IT teams.
- Curiosity for listening and understanding customers’ goals and values.
- Familiarity with CLM (contract lifecycle management) and legals operations business processes.
- Experience learning and adapting quickly to a growing organization.
Benefits
- Private Medical & Dental insurance, covered at 100% for you and dependents
- Life assurance and Income Protection
- Generous leave policies, including parental leave, medical leave, and compassionate leave
- Family-forming support through Maven for you and your partner
- Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use
- Standard pension contribution scheme
- Regular team events to connect, recharge, and have fun
- Opportunity to help build the company you want to work at
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