Customer Onboarding Coordinator, Filevine
$80-90k
5 days a week in office
Cloud-native case management software
Be an early applicant
Cloud-native case management software
501-1000 employees
Be an early applicant
$80-90k
5 days a week in office
501-1000 employees
Company mission
Building the seamless intersection between legal and business by creating a world-class platform to help professionals scale.
Role
Who you are
- 6+ years of experience in customer success, account management, or implementation coordination roles, ideally in SaaS or technology solutions
- Experience working post-sale with cross-functional teams (sales, customer success, and implementation partners)
- 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!
What the job involves
- 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
- 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
Our take
As law firms contend with rising demand and a talent shortage, many have turned to Filevine’s all-in-one legal suite to improve efficiency, mitigate stress, and grow revenue. The company filled the void in the legal management enterprise SaaS market, becoming the largest independent, cloud-based management solution firm.
Over the last two years, Filevine has achieved substantial growth, showing a 198% increase in APR and maintaining a customer net retention rate of over 130%, signing 708 new customers in 2021 alone. The company also acquired contract management solution company Outlaw, growing its APR by 400%.
The company’s post-Series D funding (led by StepStone Group, Golub Capital, and Signal Peak Ventures) strategy has been successful in furthering its position as a market leader. Evidence of this in 2024 is its recognition from the Utah Fast50 as one of the fastest-growing US companies. Filevine is expanding by diving deeper into big law, insurance defence, corporate, governmental, and nonprofit legal counsel teams and building on its expertise in litigation and personal industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$108m
SERIES D
Jan 2022
$84.5m
SERIES C
Total funding: $425.6m
Company benefits
- Comprehensive Benefits Packages
- MacBook Air
- Open Office Working Environment
- Free Drinks & Snacks
- Ergonomic & Height Adjustable Workstations
Company HQ
Sugar House, Salt Lake City, UT
Leadership
Ryan Anderson
(Co-Founder)Received their Bachelor of Arts in Political Science and Government from Brigham Young University,
Salary benchmarks
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