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Filevine is a top-rated cloud-based case management solution for small and midsize legal firms and legal professionals.
The Role
Oversee customer pathway post-sale, managing implementation and ensuring customers meet expectations and receive support. Monitor progress, maintain partner relationships, and collect satisfaction scores.
Summary Generated by Built In
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
- 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!
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
- Centrally located open office building in Sugar House
- Top-of-the-line company swag
Privacy Policy Notice
Filevine will handle your personal information according to what’s outlined in our Privacy Policy.
Top Skills
Analysis
Data Tracking
Reporting
SaaS
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The Company
What We Do
Filevine is case management software built for and inspired by real attorneys. As a fully-featured suite of tools, it comes ready to manage every part of a moving case. Assign tasks, upload files or images, monitor staff productivity, and communicate with your client directly from within their case file.
Our software is built on the truth that every law firm functions differently. That’s why Filevine is so customizable. Build new case-type templates, design automatic workflows, and receive customized reports on a schedule that fits your needs.
Accessing your information is never a problem, because Filevine is hosted on The Cloud. To ensure security, your law firm’s data is protected through state-of-the-art encryption on redundant servers. All you need to get started is an internet connection and your favorite web browser.
Learn more at filevine.com.
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