Customer Implementation Specialist - Salt Lake City, Utah
16 hours ago
Job description
Filevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine's rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.
Job Summary:
The Customer Implementation Specialist is an essential, internal function that supports Filevine Sales and our Certified Implementation Partners (CIP). The role's primary goal is to ensure a successful start to implementation by establishing correct expectations, project scope, and partner fit for every customer. This function focuses on coordinating internal teams and partners to align on best practices.
By intervening before and during the transition to implementation, this role helps improve the quality of discovery and overall readiness. This proactive approach significantly reduces the risk of rework, escalations, and misalignment in later stages, ultimately delivering a smoother and more successful implementation experience for Filevine customers.
Sales Support & Early Alignment
- Work closely with Sales to improve discovery quality prior to implementation.
- Refine activities to thoroughly document customer processes, technical landscape, requirements, and KPIs upfront.
- Validate implementation-relevant details, assumptions, and expectations by reviewing Sales and discovery calls for accuracy before issuing quotes.
- Help Sales and Partners align customers to the right implementation partner based on implementation complexity (for example, basic setup versus complex implementation).
Partner & Scope Alignment
- Validate Certified Implementation Partners' Statements of Work (SOWs) to ensure scope aligns with customer needs uncovered during discovery.
- Improve CIP quote accuracy by ensuring partners are working from complete and accurate discovery inputs.
- Address gaps earlier in the process to reduce the need for post-quote discovery calls, rework, and clarifications.
- Guide partner selection based on compatibility to ensure a more balanced and diverse distribution.
Qualifications
- 6+ years of experience in customer success, implementation coordination, onboarding, or account management roles (SaaS or technology preferred).Experience working cross-functionally with Sales, Implementation, and external partners—particularly in post-sale or pre-implementation contexts.
- Strong understanding of implementation scoping, partner models, and statement-of-work validation.
- Proven ability to identify risk early and improve outcomes through process, clarity, and alignment.
- Highly organized with strong data tracking, reporting, and analytical skills.
- Comfortable operating in ambiguity and influencing outcomes without direct ownership.
- Experience with Salesforce is a plus. Legal industry experience is a plus.
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 [email protected]
Cool Company Benefits: - A dynamic, rapidly growing company, focused on helping organizations thrive - Medical, Dental, & Vision Insurance (for full-time employees) - Competitive & Fair Pay - Maternity & paternity leave (for full-time employees) - Short & long-term disability - Opportunity to learn from a dedicated leadership team - Top-of-the-line company swag
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Communication about this opportunity, or any open role at Filevine, will only come from representatives with email addresses using "". Other addresses reaching out are not affiliated with Filevine and should not be responded to. 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.
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