Named a Best Workplace by both Crain’s and Inc. Magazine, Smokeball was 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 are compelled to help small law firms find success.

1. Culture is sacred. As a winner in the 2019, 2020, and 2021 'Best Place to Work', company culture is the single most important ingredient to our success. It’s all about our people at the end of the day.
2. The best product in legal tech - we think deeply about the challenges of small law firms, and instead of delivering the “faster horse”, we drive innovations that truly change the lives of our clients.
3. Growth – Claim your seat on the rocket ship! Smokeball has just had its best year ever and we’re headed to new heights in 2021 and beyond.

What We Need:

As the Director of Onboarding, you will drive the transformation of Smokeball's client Onboarding function creating a world class experience for our small law firm clients.

Smokeball is expanding very quickly and this means we need to evolve and expand our onboarding function. We are looking for a motivated and driven Onboarding leader who has a stellar track record and a clear understanding of the modern approaches to onboarding clients in a SaaS software world.

You never give up. You will build a team of superstars with the grit and tenacity to find every way to make our clients not only successful users, but also fanatical promoters, of Smokeball!

Responsibilities include…

• Setting the overall vision and strategic plan for the Onboarding team, focusing on providing the most efficient onboarding experience, leading a positive client experience, and continually improving the onboarding journey.
• Designing and improving onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve Smokeball’s client onboarding experience.
• Defining and optimizing the client onboarding lifecycle based on client segmentation
• Leading a culture of continuous improvement
• Defining and tracking key performance indicators for the client onboarding process
• Influencing future lifetime value through higher product adoption, client satisfaction, and overall health scores
• Engaging with our Product Team to understand roadmap and implications for clients and advocate for our clients’ feature needs
• Addressing escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Helping drive new business growth through greater client advocacy and referrals

You will…

• Recruit and develop a high performing team
• Foster collaboration within the global Smokeball Client Success Teams
• Drive operational practices to track performance of the overall team and individuals
• Collaborate with the Sales team to ensure there is a smooth client flow through the Sales cycle and into the Onboarding process

Who You Are:

At Smokeball, we believe that creating and fostering a great culture is just as important as providing a great product. We don’t have Core Values for show, we live and breathe them every day.

• Caring is not optional
• Make it happen
• Deliver legendary service
• Innovate for the client, not the press release
• Be frank
• Keep listening, keep learning

These values inform every strategic decision we make and guide our behavior with every person we meet. When we’re bringing new team members into the SB Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.

What You Bring:

• Extensive experience building and managing an Onboarding team at a fast-growing SaaS software company
• A positive attitude and agile spirit dedicated to finding the best outcomes
• Superior problem-solving skills that help instill client trust and ensure successful adoption
• A strong sense of empathy and a track record of producing tremendous results
• Experience successfully managing onsite and remote teams
• Past experience using Salesforce and ChurnZero preferred

The Benefits:

• Culture: Crain’s 2021, 2020, & 2019 Best Workplaces, Inc. Magazine’s 2018 Best Workplaces
• Work-Life Balance: 20 vacation days, 6 sick days, 10 paid holidays, birthday off, volunteer time
• Benefits: Flexible working arrangements, 401(k) match, monthly wellness stipend, generous parental leave
• Massages: Free monthly massages provided by a licensed massage therapist (in non-COVID times)
• Kitchens: Stocked with breakfast items, snacks, and beverages
• Fun Events: Virtual game nights, in-person happy hours, family-friendly events, and so much more.
• Office Games: Ping-pong, billiards, pinball, board games, video games, etc.
• Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation.