Client-Facing Implementations Lead

Billables Incorporated; San Francisco (CA); Hybride; USD 120 000 - 180 000; Plein temps

Résumé du poste

Billables AI is seeking an Implementations Manager in San Francisco to own the journey from signed deal to go-live, coordinating kickoff, configuration, and onboarding across practice management partners. The role emphasizes cross-functional alignment between the firm, software partners, and our team.

You will guide multi-project deployments, maintain clear scope, and drive adoption with attorneys and staff while learning our platform, integrations, and playbooks.

Qualifications

• 2 to 4 years in implementations, onboarding, project management, or client services, ideally in legal tech or a similarly complex B2B environment.
• Strong project management instincts over deep technical skill. You keep multiple concurrent deployments moving and catch small issues before they compound.
• An investigation instinct: you run basic diagnostics and scope issues clearly before escalating.
• Comfort navigating law firm culture and leading change with attorneys and staff — you bring people along with patience and credibility.
• Client-facing polish, inside and out. You communicate clearly with external customers and internal teams alike, adjust tone by audience, and treat every audience as a customer.
• Assertive process ownership. You develop opinions about how implementations should run, voice them, and work with stakeholders across teams to align on the right path.
• Readiness for hands-on, in-person training to get up to speed. Expect real facetime early on as you learn the platform, the integrations, and how we work.
• Genuine enthusiasm for AI tools and a track record of finding smarter ways to work

Responsabilités

• Own new customer implementations end to end: kickoff, configuration, training, and go-live
• Coordinate stakeholders across the firm, the billing platform partner, firm IT, and our internal support and engineering teams
• Learn and run the distinct implementation playbook for each billing platform, including Centerbase, Litify, and SurePoint
• Triage and diagnose issues before looping in engineering, arriving with a clear, well-scoped problem
• Lead change management with the firm: be the face of a workflow change to law firm customers, and drive adoption, not just configuration
• Track dozens of small open items across concurrent implementations using systems, not memory
• Develop strong opinions about how implementations should run, and manage cross-functional stakeholders to set and align expectations.
• Feed what you learn in the field back into the playbook, product, and the sales handoff process

Connaissances

Project management

Client services

Change management

Stakeholder coordination

Communication

Outils

Centerbase

Litify

SurePoint

Description du poste

Billables AI is seeking an Implementations Manager in San Francisco to own the journey from signed deal to go-live, coordinating kickoff, configuration, and onboarding across practice management partners. The role emphasizes cross-functional alignment between the firm, software partners, and our team.

You will guide multi-project deployments, maintain clear scope, and drive adoption with attorneys and staff while learning our platform, integrations, and playbooks.