Onboarding Specialist

About Smokeball

Who we are

Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and is compelled to help small law firms find success.

Our mission isn't simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.

What makes us special?

Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.

The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a "faster horse," we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google.

Industry Opportunity. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.

Our working model

At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our "Smokeballers" the flexibility that remote work offers.

All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday.

Our office is in the heart of the Loop within 10 minutes of the Metra and all "EL" trains. And, we have lots (and lots) of snacks.

The Role

Onboarding is one of the most important times in a client's journey, which means this role is one of the most pivotal  need highly skilled communicators to help make the clients' introduction to our software as seamless as possible. If you have experience in the legal industry, we would love to meet you!

This is a hybrid role with our office being in Chicago, IL.

A Typical Day Involves

• Develop onboarding plans for clients for the first 90 days of their onboarding journey with Smokeball, outlining key milestones and deliverables.
• Monitor and manage project timelines, keeping clients informed of their onboarding progress and potential delays.
• Create and maintain project plans, guides, and other success templates that support clients during the onboarding process
• Partner with your clients to help configure Smokeball based on their business needs
• Consult on Smokeball best practices for optimizing firm performance
• Evaluate and tailor training sessions to meet the unique needs and objectives of individual clients or firms, collaborating with our Training Team for best results
• Assist in the resolution of client issues and escalating as required to the Manager, Client Onboarding, VP of Client Success, product or other relevant stakeholders.
• Review usage metrics to help increase product adoption within your assigned book of business.

What You Bring

• 2+ years of experience in a client onboarding or implementation, success, operations or client support role in a B2B SaaS environment.
• Project management experience, managing multiple concurrent initiatives and projects
• Exceptional presentation and training skills
• Ability to understand and communicate technical information to nontechnical users
• Strong experience collaborating across departments/teams
• Genuine desire to engage with clients (a true "people person")
• A good working knowledge of the legal industry
• Experience working within a CS platform (ie. Salesforce, Churn Zero, Gainsight, Intercom, etc.)

Meet Some Teammates

Your Manager

Hi, I'm Margaret, the Manager of our Onboarding team here  goal is to make sure the team has everything they need to provide our clients with the best experience while going through an Onboarding. As the manager, I meet with my team regularly to coach, discuss client issues & wins, as well as updating and upgrading our processes. I also work collaboratively with our cross-team leaders to make sure the teams are aligned for the best client experience we can provide, especially at our handoff points.

I have lived in Chicago for the past 15 years, and I love the foodie scene and that we get to experience all the seasons (midwest is best!).

Teammate

Trey Scott:
Hi, I'm Trey! and I'm part of the Onboarding Team 're a close-knit team of dedicated, passionate client success professionals that encourage and support each other as we work toward our goal of providing exceptional client experiences. As an Onboarding Specialist I get to guide clients as they first start out with Smokeball, help them to maximize their usage and see their productivity increase as they do.

The most rewarding part about being…