Senior Client Onboarding Consultant

About Smokeball

Join an award-winning legal tech company that's transforming how law firms work by boosting their organization, productivity, and profitability with software they actually love. Smokeballis a global, community-driven company united by a love for the law and a mission to help small and midsize firms thrive. We're passionate about what we do and our clients know it! If you're looking for a company that truly cares about its clients and its people, you're in the right place.

The role

As a Senior Client Onboarding Consultant, you'll partner with our largest and most strategic law firm clients to deliver an exceptional onboarding experience that drives adoption, efficiency, and business transformation. You won't just "turn on" software-you'll deeply understand each firm's workflows, challenges, and goals, and then design and implement a tailored solution that leverages our platform to its fullest potential.

You'll lead clients through every step of implementation-from discovery and process optimization to configuration, training, and rollout-ensuring that each engagement results in measurable operational improvements and lasting client success.

This is a highly consultative, hands-on role for someone who thrives at the intersection of technology, business process design, and client experience.

Location:

Chicago, IL - This is a hybrid role, 2 days per week in office

Key Responsibilities

• Lead complex onboarding projects for large or high-value law firms, serving as the main point of contact from kickoff through go-live.
• Dive deep into client workflows and business processes, uncovering inefficiencies and identifying opportunities to streamline operations using our software.
• Design and configure product setups that align directly with each firm's goals, ensuring the platform fits seamlessly into their day-to-day practice management.
• Facilitate process-mapping and discovery sessions, translating client needs into actionable configuration and training plans.
• Collaborate cross-functionally with internal teams (Sales, Product, Training, Account Management, Support) to deliver a unified client experience.
• Proactively manage project timelines, risks, and milestones, keeping clients and stakeholders informed and confident throughout the implementation journey.
• Champion user adoption, developing rollout strategies and change management approaches that empower clients to fully embrace new workflows.
• Continuously refine onboarding frameworks and best practices to improve efficiency, scalability, and client outcomes.

Required Qualifications

• 5+ years of experience in implementation management, client onboarding, or consulting within a B2B SaaS environment. Legal tech or legal background experience required but could be substituted with 8 years of implementation/client onboarding experience.
• Proven ability to build strong client relationships, gain trust, and establish yourself as a strategic and reliable advisor.
• Demonstrated ability to analyze business processes, identify workflow improvements, and configure software to drive efficiency and adoption.
• Deep understanding of change management principles and the ability to guide clients through behavioral and operational transitions effectively.
• Exceptional project management and stakeholder communication skills, with a proven record of managing multiple enterprise-level clients simultaneously.
• Strong technical aptitude and experience working directly in software configuration, data mapping, and workflow setup.
• Consultative mindset-able to bridge the gap between technology and business value.
• Passion for helping clients transform their operations and achieve tangible outcomes.
• Working knowledge of Client Success tools (ie: Churn Zero, Gainsight, Totango, etc.)

You'll Thrive Here If You

• Love solving problems and optimizing how people work.
• Are energized by helping clients reimagine their day-to-day workflows through smart technology and thoughtful process design.
• Can balance strategic thinking with hands-on execution.
• Enjoy collaborating with smart, driven teammates who are passionate about client success.

Compensation

$135, base salary

The Team

Your Manager

Hi, I'm Margaret, the…