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.
What You'll Do:
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 AlignmentValidate 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.
What You'll Need:
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 preferred.
- Proven ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments.
- Highly adaptable to working in open-office layouts while staying focused and respectful of colleagues.
- Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure to resolve complex issues.
Skills Required
- 6+ years of experience in customer success, implementation coordination, onboarding, or account management roles
- Experience in SaaS or technology
- Experience working cross-functionally with Sales, Implementation, and external partners
- Understanding of implementation scoping, partner models, and statement-of-work validation
- Ability to identify risk early and improve outcomes through process, clarity, and alignment
- Strong organization, data tracking, reporting, and analytical skills
- Ability to operate in ambiguity and influence outcomes without direct ownership
- Experience with Salesforce
- Legal industry experience
- Ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments
- Ability to work effectively in open-office layouts
- Ability to handle high-priority customer Zoom calls with empathy and composure
- Full-time, in-person work in Salt Lake City, Utah, or work from specified company offices on a hybrid or fully onsite basis
Filevine Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Filevine and has not been reviewed or approved by Filevine.
-
Healthcare Strength — Health coverage is described as covering the major bases (medical, dental, vision) and is often framed as decent quality. In some cases, premiums and copays are portrayed as relatively favorable, suggesting tangible value from the plans.
-
Parental & Family Support — Paid parental leave is positioned as a standard, clearly offered benefit. The presence of parental leave alongside disability coverage signals baseline family-support provisions typical of growth-stage tech employers.
-
Fair & Transparent Compensation — Compensation is sometimes framed as fair or reasonable relative to role expectations, with technical roles in particular appearing closer to market-aligned ranges. This creates pockets where pay is perceived as competitive even if not consistently top-of-market across the company.
Filevine Insights
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.
Gallery
