Customer Onboarding Project Manager

Job Description

Job Description

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 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

• Validate certified implementation partner’s 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

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 legal@filevine.com

Cool Company Benefits :

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.