Customer Enablement Specialist at Litera

| Chicago
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Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company. 

The Opportunity: The Customer Enablement Specialist is a position within the Foundation Firm Intelligence business unit. As a Customer Enablement Specialist, you will lead the effort to develop and deliver training offerings and help center content to Foundation Firm Intelligence customers. This is a highly visible position that acts as the face and voice of the Foundation Firm Intelligence business unit to our customers, while requiring collaboration with internal subject matters to identify and understand best practices for using our solution.

Training classes may be conducted both in-person and virtually. The attendees for training typically include Foundation Business Administrators, power users, and IT team members. Class durations vary from one-hour, single topic webinars to 3-day deep-dive courses. Help center content consists of articles, videos, procedures, and best practices. This role is responsible for updating current offerings to support new releases and enhance customer outcomes, as well as developing completely new offerings to support new product functionality and evolving customer needs.

A Day in the Life:

  • Prepare and deliver training classes on the Foundation product
  • Complete class follow-up activities and reporting
  • Develop training curriculum for new training offerings including instructor guides, workbooks, class exercises, and knowledge checks
  • Manage training logistics including training schedule, announcements, and registrations
  • Create and deliver training webinars
  • Create, edit, and publish eLearning content and videos to the Foundation Help Center
  • Write help articles and product documentation
  • Develop annotated screenshots and graphics to illustrate material as needed
  • Act as an advocate for customer-based improvements to our product and services
  • Work with minimal supervision

Role Progression:

Within 1 month, you will:

  • Complete our Customer Success team onboarding process
  • Review current help center content and training materials
  • Attend daily Customer Success team standup meetings to learn from peers and understand customer needs
  • Learn processes and tools including Paligo, Zendesk, HubSpot, Snagit, Camtasia, and virtual training/webinar platforms
  • Learn how to process training registrations, send attendee communications, publish training calendar and execute as needed
  • Make minor edits to help center content in Paligo and publish to Zendesk

Within 3 months, you will:

  • Achieve certification to teach 50% of the modules in the Foundation Fundamentals training class
  • Edit and create new help articles to resolve Customer Enablement backlog items
  • Moderate training webinars as scheduled

Within 6 months, you will:

  • Achieve certification to teach all modules in the Foundation Fundamentals training course
  • Plan and deliver Customer Enablement deliverables to support new releases including help center documentation, in-app help content, training curriculum updates, training webinars, eLearning content, and videos

About you:

  • Possess excellent written and verbal communication skills
  • Dynamic, empathetic, high-energy presenter and classroom facilitator
  • Ability to adjust training methodologies to meet needs of individual attendees
  • Strong MS Office skills
  • Experience with virtual training platforms
  • Experience with eLearning/video authoring/editing tools
  • Experience with structured authoring tools a plus
  • Ability to learn new software applications quickly as they are being developed
  • Successfully manage multiple assignments in a fast-moving environment
  • Willingness to travel up to 25% of the time once Litera travel restrictions are lifted
  • A strong desire to keep learning new things!

What sets us apart?

  • Have direct contact and work directly with our upper management team
  • Work with an experienced team that has a proven track record of customer experience excellence
  • Have the opportunity to learn new tools and trends in technical communications as we build best-in-class offerings for our customers
  • You'll be challenged and encouraged to broaden your skills
  • Great health benefits, PTO and holiday policies, & more!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our Chicago Headquarters is walking distance to all major train & bus stops. We are also just a short walk to bars and restaurants in the West Loop!

An Insider's view of Litera

How does your team reward individual success?

Litera is very generous when it comes to rewards and recognition. Just one example of this is how we recognize top performers in the organization every quarter based on our Core Values. The individuals get to spin a virtual prize wheel where they can win anything from cash, surprise birthday parties, or a new pair of shoes picked out by our CEO!

Nicole

Manager, Recruiting

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Vice President, International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Product Manager

What is your vision for the company?

At Litera, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

Chief People Officer

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Perks + Benefits

Litera Benefits Overview

Litera proudly offers a comprehensive suite of benefits designed to serve the diverse needs of our unique workforce. While we are committed to enhancing and expanding our benefit offerings, the information in this document is meant to familiarize you with the benefits and programs currently in place.

Your medical, dental, vision, commuter benefit, and traditional 401k payroll deductions are through a pre-tax plan. The plan provides tax savings by reducing employee premiums from gross salary prior to calculation of federal income and Social Security taxes.

Culture
Volunteer in local community
We believe in giving back to our community. All full time employees are given one Volunteer Day Off per year that can be utilized at any point. Some employees even coordinate to participate in groups.
Partners with Nonprofits
Litera partners with Cardz for Kidz, Comic Relief, Genesys Works, & more!
Friends outside of work
Eat lunch together
Intracompany committees
There is always something going on at Litera thanks to our Employee Engagement Group. From baking contests, step challenges, desk decorating, and giving back to organizations in need.
Daily sync
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
All hiring managers will going through certifications before hiring at Litera. In order to be a certified hiring manager, you must go through unconscious bias training.
Diversity Employee Resource Groups
Litera's Diversity & Inclusion Champions Network has one major goal which is “to make Litera a safe space where every employee feels like they can bring their whole self to work".
Hiring Practices that Promote Diversity
Litera has completely revamped our hiring process. You can expect: inclusive job descriptions, certified pre-employment assessments, diverse interview panels, & a shift in assessing our culture fit.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Litera employees can contribute up to $3550 annually for individuals & $7,100 for families to their FSA.
Disability Insurance
Dental Benefits
Our dental plan covers 100% of preventative services, 80% of basic services, and 50% of major services.
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Our plan provides employees with free access confidential assistance to help you and your family meet the challenges that life, work and relationships can bring.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Litera provides employees with a 401(k) matching plan managed by Principal. We match 4% of contributions up to $11,400 maximum on each paycheck with immediate vesting .
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes working remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
During COVID, have provided extreme flexibility with working hours, provided all team members with a cash bonus to purchase items to enhance their “home office"
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

As a global company, Litera strives to put diversity & inclusion at the forefront and make it a constant topic of conversation. Our employees come from all walks of life and we find it essential to embrace all cultures and backgrounds.

Our core values are the key driving forces behind nearly everything we do! From collaborating with one another to assisting our customers, our values are always front and center of the way we work at Litera.
Our open work setting means each team is accessible and our executives are always approachable. This focus on open communication and transparent leadership contributes to a unique and cooperative work environment.

We are extremely focused on career growth and opportunities for professional development for our employees. Our outstanding recognition program shines a spotlight on employees that go above and beyond by celebrating their hard work and wins.

Our employees are driven, energetic, passionate, and have the ability to make a direct impact within the company. We may be biased, but we believe our people are the best and brightest in the industry, and we’re always looking to expand our team!

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