Job Title: Implementation Manager

Reports to: Director of Customer Success

Organization: Customer Success

Why Case Status:

We’re one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC., most recently ranking #50 on the Inc. 5000 list of fastest growing software companies. With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more. We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really “rad” people.

What do we mean by “rad”? You must not be from the 80s! Here’s what it means to be RAD at Case Status:

Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.

Actively Curious - Making an impact on our customers and their clients’ matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.

Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.

We’re not just on a mission to transform the legal industry (or bring the word “rad” back to the mainstream, that’s just a bonus). We’re on a mission to help every legal firm profoundly improve their client experience. We want to help every client have a 5 star experience with their attorney. Because every customer is important to us, and so every client matters.

Job Summary:

This role supports customers as the primary point of contact and manages the process across teams internally and externally. This team member serves new customers on a prescriptive and consultative scale, managing the customer handoff from sales and fully educating our firms about Case Status products and services. This team member manages the primary implementation process, completing the comprehensive set up/configuration and system activation for our newly launching firms, and managing the project prior to handoff to Optimization.. This role works closely with our Sales team and Account Management, contributing to a healthy and successful customer life-cycle with Case Status. This team member works across varied teams to advocate for customer solutions that enhance customer retention, and is the liaison from the Sales process through the transition to Customer Success.

Responsibilities:

• Lead implementations. Including oversight of the project plan, stakeholder management and timeline
• Serve as an expert consultant regarding product integration, set-up/configuration, functionality, and best practices.
• Conduct discovery sessions with new customers, and engage the firms’ Case Status key users and decision makers.
• Demonstrate strong consultative and advisory skills to drive customer confidence and product stickiness
• Develop implementation project plans and maintain documentation and timeline of projects and customer sentiment along the way
• Utilize rolling implementation metrics to improve processes
• Serve as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects such as progress and risk assessment
• Develop and maintain systematic communication of product feedback and requests with the Product team
• Maintain consistent and competent usage of our internal tools to run the business effectively (CRM, Data tools, project management tools, etc.)

Qualifications:

• 2-3 years experience in a SaaS implementation/onboarding role
• Detailed product functionality knowledge and ability to explain and communicate it to customers
• Outstanding verbal and written communication skills, with demonstrated executive presence
• Strong organizational and project management skills
• Strong analytical approach to determine advantageous solutions for our business and the customer

Where:

Case Status is based in Charleston, SC. This is an on-site role. Candidates seeking remote or hybrid employment arrangements should not apply.

Benefits:

We firmly believe that investing in our employees’ well-being and empowering them through a competitive total rewards philosophy is the only way to go.

Some of our perks include:

• Unlimited PTO (with manager approval and after a short period of employment)
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
• Matching 401(k) contribution program after 3 months of employment
• Ownership in Case Status through its annual stock option plan (subject to board approval)
• Quarterly recharge days, extended holiday PTO, and more