Legatics

Product Training and Onboarding Specialist

Join Legatics as they are looking for a Product Training and Onboarding Specialist

About Legatics

Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.

Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and King & Wood Mallesons. Legatics has been used globally on live transactions originating in more than 40 countries.

We are on a mission to transform the $600bn market for legal services worldwide and to work with our customers to bring the way they manage deals into the 21st century. We recently closed our Series A fundraise and we now need creative and empowered individuals to help us execute on our mission.

Requirements

The role

The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale.

You will play an imperative role within the Customer Success team. As part of an international client base, you will have the opportunity to work with clients from across the globe. This dynamic role will be responsible for managing and executing the design, development, and deployment of training and development programs as well as the technical onboarding of new clients. The position requires an individual with a passion for making a difference and influencing growth. A strong affinity for building relationships and understanding the importance of strong customer service and value proposition is essential.

What you would be doing

  • Be a "Product Champion":
    • You will have strong knowledge of the Legatics tools, and the surrounding industry as you will deliver bespoke product workshops and consultation for our clients based on their unique requirements.
    • Stay connected to the software development life cycle to ensure training materials and documentation are continually updated as new features are added.
  • Training:
    • Schedule training sessions with our customers across different time zones and regions and prepare for meetings by reviewing customer account to understand configuration, preparing presentation decks, and finalising agendas.
    • Present engaging, live webinar training sessions on all Legatics products, and ensure that the content presented is understood by stakeholders and questions asked are answered
    • Deliver engaging, onsite training which involves travel to the customer’s office and teaching in person
  • Work cross-functionally:
    • Coordinate with the Engagement and Customer Success team to ensure we are capturing customer stories that lead to referrals, testimonials, and case studies.
    • Collaborate with the Engagement, Customer Success and Business Development teams to create a streamlined and cohesive approach that allows customers to get successfully implemented and trained.
    • Ensure appropriate handoff of new accounts to the Engagement Manager. Build a standardized information flow/transition document to prepare the CSM and AM for success, including documenting wins and challenges the customer faced during the onboarding process.
    • Support the Customer Success team on support tickets. We need to be accessible to our customers at all times, this means that you will be expected to be available out of hours and weekends from time to time.
    • Contribute to the learning and development of Legatics employees.
  • Commitment to Customer Satisfaction:
    • Meet and exceed quarterly Individual NPS score target by delivering highly customised, clear, and engaging sessions that meet client’s expectations
    • Manage a broad portfolio of our user base in a personalised way, by reaching out for feedback and providing product education assistance as part of the user journey.
    • Create and deliver success plans and success reviews with your customers to optimise their usage of Legatics and constantly drive value.
    • Proactively collect, analyse, and share client feedback with colleagues across various teams
    Ownership:
    • Be accountable for managing risk, forecasting user adoption accurately and spotting and driving growth opportunities
    • Serve as the primary owner of Customer Journey tasks in Salesforce. Document all steps and touchpoints as appropriate.
  • Project Management:
    • Update the training component of project plan with relevant updates, tasks accomplished, and summary of training completed
    Who would you be working with? Tina Faghihi, Head of Customer Success & Engagement - who you will be reporting into, alongside a welcoming, inclusive and committed team. Team culture is really important to us. We are looking for someone who is excited to join us as a key employee at this important stage in our growth and who will bring new and exciting perspectives to Legatics. We are a friendly and passionate bunch with a wide range of interests. We love to socialise together too, holding regular team events.

What we need from you:

  • a right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage)
  • an ability to work from our London office once or twice a week for team meetings etc.
  • a commitment to develop a deep understanding of legal technology
  • a willingness to engage with and present to senior stakeholders in law firms
  • to have high standards of integrity and trust
  • to be self-motivated and willing to work independently where required to complete projects successfully
  • a commitment to developing strong communication, listening, presentation, and negotiation skills
  • an enthusiasm and willingness to learn in order to perform the above in a dynamic and rapidly changing scale-up environment

Bonus points for the following (but don’t worry, these are not essential):

  • exposure to legal practice, law firms or lawyers
  • familiarity with customer relationship management software
  • another European language

Benefits

What we offer you

  • Up to £50,000 base salary dependant on experience
  • 25 days holiday per year (plus public holidays)
  • Pension with NEST
  • Personal Learning & Development budget
  • Access to an Employee Assistance Program which includes free therapy sessions for you and your family
  • Lots of opportunities for accelerated professional development and career progression
  • Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups
  • A warm, genuinely collaborative culture and an awesome team
  • Regular socials

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.