Client Services Consultant – Training & Implementation

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Take ownership of BEC's client training program, which includes designing the curriculum, delivering training both onsite and online, and creating recorded or self-serve training materials.

• Lead intricate implementations and upgrades of BEC's products from the initial setup to the go-live stage.

• Consult with clients to gain insights into their current business practices and suggest best practices for implementation.

• Educate clients on software configuration, application integrations, and data entry procedures.

• Collaborate with the Data & Integrations consultant on tasks related to data mapping and validation.

• Participate in scheduled support rotations, managing Level 1 triage, resolution, and ensuring SLA performance.

• Escalate Level 2 issues and product defects using the designated escalation procedures.

• Provide support to clients during the post-go-live phase, which includes reporting issues and processing enhancement requests.

• Train and certify team members on implementation and training delivery for key products.

• Contribute to the knowledge base by sharing insights gained from implementation and training experiences.

• Offer product expertise to R&D and QA teams.

• Assist with internal employee training as necessary.

• Work collaboratively with R&D, QA, and Sales teams.

⛳️ Requirements

• A minimum of 5 years of experience in a customer-facing professional services role focused on client onboarding, implementations, and training.

• Practical experience with legal practice management, matter management, docketing, or document automation platforms in the capacity of a user, trainer, or administrator.

• Familiarity with generative AI tools such as Claude, ChatGPT, or Copilot to enhance productivity, streamline workflows, or improve client communication.

• Ability to thrive in a data-driven, metrics-oriented environment and create metrics where they are currently lacking.

• Exceptional written and verbal communication skills, coupled with strong listening abilities and a genuine service orientation.

• Comfortable working independently and remotely within a lean organizational structure.

• Willingness to travel to the Cincinnati office, as well as to client sites and industry conferences when required.

🏝️ Benefits

• Remote work arrangement.

• Travel up to 10% to the Cincinnati office, occasional client sites, and industry conferences.

• Scheduled weekly hours: 40.

• Regular worker status.