Job Description:Implementation ManagerLocation: Remote
Reports To: VP of Operations, BEC Legal Systems
Travel: Estimated 5-10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON)
About the RoleAs Implementation Manager, you will own the day-to-day management and implementation of BEC Legal Systems suite of products and upgrades from kickoff through go-live. You will consult directly with clients to understand their unique business needs, design and configure solutions that meet those needs, and deliver the training that enables our client base to fully adopt our software.
This is a hands-on, client-facing role that combines project management, software configuration, and training delivery. You will work closely with internal teams - R&D, QA, Support, and Sales - to ensure every implementation is delivered in line with customer expectations, and you will travel to client sites and other locations as needed.
Key Responsibilities- Cross-Functional Collaboration: Establish close working relationships with all internal teams to ensure all aspects of each project are well managed and delivered in line with customer expectations.
- Business Practice Consultation: Work with clients to understand and explore their current business practices, helping to identify and form best practices that can be implemented during the software installation or conversion.
- Implementation Delivery: Deliver responsive implementations of BEC's products in a timely manner, from initial configuration through go-live.
- Client Education: Educate clients on proper software configuration, application integrations, and data entry so they can fully leverage the software's capabilities.
- Training Delivery: Conduct onsite and web-based training sessions for client teams.
- Post-Go-Live Support: Assist clients during implementation and post-go-live, including reporting of issues and enhancement requests.
- Product Expertise: Provide product use expertise to internal R&D and QA teams, informing product direction and quality.
- Internal Training: Assist with training of the Company's employees when needed.
- Helpdesk Support: Provide Helpdesk support when needed.
Core Competencies- Legal workflow fluency: Bring a working understanding of how our clients use BEC and use it to interpret requests, process severity, and represent the client's reality. Deeply understands the needs of a docketing team, paralegal or legal assistant, and can earn the trust of our user base by speaking to their reality.
- Presentation and Communication Skills: Communicates clearly and confidently in front of clients, whether delivering training or walking through a proposed solution. Writes and speaks clearly and professionally to sophisticated legal-industry clients, particularly in challenging situations.
- Process Management: Manages the many moving pieces of an implementation - configuration, training, data, and timelines - to a successful, on-schedule go-live.
- Problem Solving: Diagnoses client needs and implementation issues methodically, and finds workable solutions under real-world constraints.
- Innovation Management: Brings creativity to configuring the software to fit each client's unique workflows, rather than applying a one-size-fits-all approach.
- Customer Focus: Keeps the client's needs and experience at the center of every implementation decision.
- Learning on the Fly: Picks up new product functionality, client environments, and edge cases quickly, and adapts on the spot.
- Standing Alone: Works independently and confidently at client sites and in situations without immediate support.
- Patience: Remains calm and supportive while guiding clients - including less technical users - through new software and changing processes.
- AI Fluency and Judgment: Uses generative AI tools to improve speed and quality of support work, and applies the judgment to know where AI output needs verification before a client sees it.
- Adaptability and Resourcefulness: Operates effectively in a lean, close-knit organization, balancing daily delivery with building in a resource-constrained environment.
Success Metrics: First 6 & 12 MonthsFirst 6 Months- Complete onboarding into BEC's product suite (MatterLink, Docket Enterprise, LegalBar, Assemble-It, CoreRelate Cloud, and CoreRespond) and shadow or co-lead implementations across the core products.
- Independently own the day-to-day management of new implementations and upgrades, from initial client consultation through configuration and go-live.
- Deliver onsite and web-based training sessions directly to clients with confidence and positive client feedback.
- Build working relationships with R&D, QA, and other internal teams, establishing a clear hand-off process for issues and enhancement requests.
- Demonstrate solid command of client business practices well enough to recommend best practices during installations and conversions.
First 12 Months- Consistently deliver responsive, on-time implementations across an established client caseload.
- Serve as a go-to product expert for internal R&D and QA teams, with input reflected in product improvements.
- Contribute to internal training of Company employees, extending product and implementation expertise beyond the immediate team.
- Build a track record of strong post-go-live client outcomes, reflected in client feedback and reduced escalations.
- Take on Helpdesk support coverage as needed, without disruption to implementation workload.
Required Skills & Qualifications- Post-secondary degree, or an equivalent combination of experience and education.
- 5+ years in a customer-facing professional services role leading client onboarding and implementations.
- Hands-on experience with legal practice management, matter management, or document automation platforms (e.g., BEC's suite - Docket Enterprise, MatterLink, LegalBar, Assemble-It, CoreRelate Cloud - or comparable tools) as a user or administrator.
- Experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to improve personal productivity, optimize workflows, or improve client communication.
- Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist.
- Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation.
- Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on.
Preferred Skills & Qualifications- Familiarity with the Microsoft 365 ecosystem (Outlook, Word, SharePoint) and with document management systems such as NetDocuments or iManage.
- Exposure to cloud operations or hosted application support environments.
Business Unit:Scheduled Weekly Hours:40
Number of Openings Available:0
Worker Type:Regular
