Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We’re also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.
Our Mission
Filevine is building the seamless intersection between legal and business by creating a world- class platform to help professionals scale.
Department
The Delivery Department is responsible for stewarding the customer experience after the initial sale and includes coordinating with implementation partners, accounts receivable and product adoption.
Job Summary
The Product Adoption Manager (PAM) is engrained in every aspect of the post-sale experience for a book of approximately 300 customers. The role is designed to help customers optimize usage of the Filevine suite of products. Strong product usage is the most important outcome tied to the performance of a PAM and drives the outcome of other critical responsibilities including NPS, credits, churn, renewal and contracted invoices.
Responsibilities
- Manage the contract renewal process for customers within your assigned book of business
- Develop relationships with customers and work with various stakeholders including Expert Teams and Sales to help address questions and issues as they arise and minimize credits and churn
- Collaborate with the Sales Team to foster opportunities for contract expansion
- Communicate routinely with Expert Teams to tee up an efficient and robust problem solving motion
- Collaborate with the Accounts Receivables Team to ensure all outstanding invoices for assigned customers are collected
- Become an expert on the Filevine suite of products and be able to solve basic technical issues for your customers
- Work closely with third-party implementation partners to ensure smooth onboarding and a robust post-onboarding experience for customers
Qualifications
- At least 2 years of legal and/or legal tech experience
- Ability to work full-time from our Sugarhouse headquarters in Salt Lake City, UT
- Demonstrates expert written and verbal communication skills
- Ability to be extremely responsive and proactive when interfacing with customers
- Resilient and adaptable to changes that are natural in a startup environment
- Mature ability to handle challenging conversations with customers
- Biased towards action in your pursuit of achieving goals