Client Onboarding Specialist (CSM)

| Chicago
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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 are 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?

  1. 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.
  2. 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.
  3. Growth. 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.


What we need
Onboarding is the single most important time in a client's journey, which means this role is one of the most pivotal at Smokeball. We need highly skilled communicators and trainers to help make the clients' introduction to our software as seamless as possible. If you have experience in the legal industry, even better!
A day in the life:

  • Consulting with and advising new clients on Smokeball best practices for both product usage and implementation strategy
  • Creating success plans with clients to ensure that clients' desired outcomes are achieved
  • Configuring Smokeball accounts
  • Setting training plans for clients and monitoring their progress
  • Resolving day to day issues as clients' first point of contact
  • Reviewing accounts for low/no usage and intervening to encourage adoption of Smokeball features
  • Creating, maintaining, and improving the team's process and documentation.
  • Collaborating with other teams to ensure clients' needs are met (Support, Training, Legal Configuration, etc)
  • Serving as a back-up trainer as needed


What you bring

  • 2-3 years of experience in an onboarding, SaaS implementation, or project management role
  • Preferred experience as a CSM who handled client onboarding
  • Ability to understand and communicate technical information to nontechnical users
  • Strong experience collaborating across departments/teams
  • A good working knowledge of the legal industry (preferred)
  • A genuine desire to engage with clients (a true "people person")
  • A growth mindset


Your future team
Manager
Krista Lugo: Hey there! I'm the Director of Client Onboarding. Client
Success and SaaS business scaling is my passion. I enjoy working at Smokeball because the
company is well established and experiencing explosive growth. We are extremely client
focused and invest heavily in their success as well as our team members - we know that the
two are directly connected. I live in Frisco, TX and I love spending time with my family - my
husband David, our daughter Olivia and our two fur babies Maggie and Buddy
Teammates
Lauren Kincaid-Filbey: Hi, I'm Lauren! I started as the Client Success Coordinator and what I've loved the most about Smokeball, is my amazing coworkers. Even when I knew very little about the LegalTech field, they were always there to encourage me and answer my questions. Everyone is extremely jovial and easy to get along with. As a junior staff member, I was given the agency to re-think processes and make suggestions on how things should be done, and I always felt empowered to share my thoughts. I've never been bored working here, and if you are considering applying, all I can say is "go for it!" Fun fact about me: I'm a huge fantasy nerd who is very passionate about table top role-playing games like Dungeons & Dragons - I even play a weekly game with a fellow Smokeballer on the Legal Product team!
Life at Smokeball

  • Great Culture: Named 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, and more!
  • Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!
  • Flexible Working: We trust our people to get their jobs done. Work remotely full-time? In the office full-time? A hybrid of both? Your choice!
  • Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave
  • Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.
  • The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!
  • Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more
  • Convenient Transit: We're located in the heart of downtown Chicago, in walking distance from all major modes of transportation


The values we live by
Creating and fostering a great culture is just as important as providing a great product. At Smokeball, 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 are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.
What DEI means to us
At Smokeball, we believe that "caring is not optional." We respect everyone, no matter who they are, what they look like, who they love, where they come from, how they identify, what they believe in, what abilities they have, or what they are trying to overcome. Smokeball is committed to utilizing community partnerships, education, events, and hiring to create a diverse, equitable, and inclusive environment for everyone we interact with.
Learn more about our DEI program here.
More, more, more!
Why do we do what we do? Where did the name 'Smokeball' come from? How do we give back? Learn more here.
* Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the culture add that we are seeking! We look forward to your application.
* Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.

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Location

We're in the heart of downtown Chicago right at Adams & Wells. Whether you're commuting on the Metra or CTA, we're easy to find!

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