Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 18 offices: 13 in the U.S., three in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow our staff exceptional opportunities for professional achievement and career growth.
The Client Success Training and Outreach Specialist is responsible for ensuring an effortless and user-friendly experience for both internal and external end-users of the Firm’s innovation and digital programs in order to achieve success as they implement, adopt and increase the usage of Innovation Department technologies and experiences. The Client Success Training and Outreach specialist will handle training, outreach, and promoting the use of Innovation Department products, while also handling inbound client success tickets as needed.
This role is available as a fully remote or hybrid opportunity. Daily start time in the position will be sometime between 7am – 9am (ET), and is subject to change based on business needs.
Responsibilities:
- Advocate for internal and external use of the Neuron product and promote other Innovation Department initiatives.
- Design and deliver effective, high-quality practical training to all attorneys and legal support in the organization in group and one-on-one sessions, either in person or using web conference technologies.
- Present demonstrations and/or training to internal users and clients.
- Ensure day to day user operation of digital platform runs smoothly.
- Assist in implementation of systems and processes for managing and scaling a digital client experience organization within the operational frameworks of a services organization.
- Promote positive experiences for both internal and client stakeholders as they transition through and adopt to new modes of service delivery and interaction.
- Demonstrate increases in user adoption through regular use of reporting and collection of anecdotal feedback from users.
- Track the resolution of immediate problems in user experience to completion, extract and collect insights to ensure the increase of end-user satisfaction in the long term through data-driven problem solving.
- Conduct regular needs assessments, identifying awareness or knowledge gaps that need addressing.
- Escalate any identified operational issues or quality assurance concerns to management and/or the appropriate team.
- Build long term relationships with end-users to enhance experience, and increase usage, adoption rate and retention.
- Assist with sales operations outreach and tracking.
Education and/or Work Experience Requirements:
- 3+ of experience in software customer support, training, account management, customer success, or client service.
- Bachelor’s degree required.
- Previous experience working as a corporate attorney, paralegal, paralegal clerk, or practice assistant preferred.
- Previous experience working with attorneys, legal processes, legal operations or legal SaaS solutions strongly preferred.
- Previous marketing or sales experience preferred.
- Experience working with multi-stakeholder B2B platforms preferred.
- Experience working in a start-up environment highly preferred.
- Strong communication, persuasion, and interpersonal skills.
- Ability to work effectively with a broad range of legal and administrative teams at all levels.
- Ability to anticipate potential problems and proactively resolve issues, and drive end-user satisfaction in collaboration with the product team, the service team, as well as other departments of the Firm.
- Strong relationship building, problem-solving, organization, and planning skills.
- Strong presentation skills and ability to communicate clearly and effectively to various audiences and make impactful presentations.
- Excellent computer proficiency (MS Office – Word, Excel, and Outlook).
- Excellent writing, editing, and research skills.
- Ability to travel to Firm domestic offices on a regular basis.
The primary location for this job posting is in Boston, but other locations may be listed. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate’s qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows:
San Francisco and Silicon Valley: $81,600 – $110,400 per year
Austin, Boston, Boulder, District of Columbia, Los Angeles, New York, San Diego, Seattle, and Wilmington: $73,100 – $98,900 per year
Salt Lake City and all other locations: $65,450 – $88,550 per year
The compensation for this position may include a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.
Benefits information can be found here. Equal Opportunity Employer (EOE).
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