Senior Client Onboarding Consultant

Smokeball, Inc.; Chicago (IL); Hybride; USD 120 000 - 170 000; Plein temps

Résumé du poste

Smokeball, Inc. seeks a Senior Client Onboarding Consultant to partner with top law firms, delivering tailored onboarding that maximizes adoption and business value.

You will oversee end-to-end implementation, from discovery through training and rollout, aligning workflows with Smokeball’s platform for measurable improvements. You will lead complex onboarding projects, collaborate across internal teams, and champion user adoption while continuing to refine onboarding frameworks for scale and

Qualifications

• 5+ years of implementation management, client onboarding, or consulting in a B2B SaaS environment.
• Legal tech background preferred but could be substituted with 8 years of implementation/client onboarding experience.
• Proven ability to build strong client relationships, gain trust, and establish yourself as a strategic advisor.
• Demonstrated ability to analyze business processes, identify workflow improvements, and configure software to drive efficiency and adoption.
• Deep understanding of change management principles and guiding clients through transitions.
• Exceptional project management and stakeholder communication skills with multiple enterprise clients.
• Strong technical aptitude in software configuration, data mapping, and workflow setup.
• Consultative mindset—bridging technology and business value.
• Passion for helping clients transform operations and achieve tangible outcomes.
• Working knowledge of client success tools (e.g., ChurnZero, Gainsight, Totango).

Responsabilités

• Lead onboarding projects for large or high-value law firms, as main contact from kickoff to go-live.
• Dive into client workflows to identify inefficiencies and streamline operations using our software.
• Design and configure product setups aligned with firm goals.
• Facilitate discovery sessions and translate needs into actionable plans.
• Collaborate with Sales, Product, Training, Account Management, Support for a unified client experience.
• Manage timelines, risks, and milestones, keeping clients informed.
• Champion user adoption with rollout strategies and change-management approaches.
• Refine onboarding frameworks to improve efficiency and scalability.

Connaissances

Client relationships

Project management

Change management

Stakeholder communication

Software configuration

Data mapping

Workflow design

Consultative mindset

Outils

ChurnZero

Gainsight

Totango

Description du poste

Smokeball is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most.

With offices across Australia, the US, and the UK, we're united by a clear purpose – and that purpose has shaped a culture worth being part of. This year, Wrk+ recognised us as one of USA’s Best Places to Work, and we've been certified a "Great Place to Work" again.

The Role

As a Senior Client Onboarding Consultant, you’ll partner with our largest and most strategic law firm clients to deliver an exceptional onboarding experience that drives adoption, efficiency, and business transformation. You won’t just "turn on" software—you’ll deeply understand each firm’s workflows, challenges, and goals, and then design and implement a tailored solution that leverages our platform to its fullest potential.

You’ll lead clients through every step of implementation—from discovery and process optimization to configuration, training, and rollout—ensuring that each engagement results in measurable operational improvements and lasting client success.

This is a hybrid position based in our Chicago, IL office. All Chicagoland employees are required to be in the office on Wednesdays and Thursdays.

Key Responsibilities

Lead complex onboarding projects for large or high-value law firms, serving as the main point of contact from kickoff through go-live.

Dive deep into client workflows and business processes, uncovering inefficiencies and identifying opportunities to streamline operations using our software.

Design and configure product setups that align directly with each firm’s goals, ensuring the platform fits seamlessly into their day-to-day practice management.

Facilitate process-mapping and discovery sessions, translating client needs into actionable configuration and training plans.

Collaborate cross-functionally with internal teams (Sales, Product, Training, Account Management, Support) to deliver a unified client experience.

Proactively manage project timelines, risks, and milestones, keeping clients and stakeholders informed and confident throughout the implementation journey.

Champion user adoption, developing rollout strategies and change management approaches that empower clients to fully embrace new workflows.

Continuously refine onboarding frameworks and best practices to improve efficiency, scalability, and client outcomes.

Required Qualifications

5+ years of experience in implementation management, client onboarding, or consulting within a B2B SaaS environment. Legal tech or legal background experience required but could be substituted with 8 years of implementation/client onboarding experience.

Proven ability to build strong client relationships, gain trust, and establish yourself as a strategic and reliable advisor.

Demonstrated ability to analyze business processes, identify workflow improvements, and configure software to drive efficiency and adoption.

Deep understanding of change management principles and the ability to guide clients through behavioral and operational transitions effectively.

Exceptional project management and stakeholder communication skills, with a proven record of managing multiple enterprise-level clients simultaneously.

Strong technical aptitude and experience working directly in software configuration, data mapping, and workflow setup.

Consultative mindset—able to bridge the gap between technology and business value.

Passion for helping clients transform their operations and achieve tangible outcomes.

Working knowledge of Client Success tools (ie:ChurnZero, Gainsight, Totango, etc.)

You’ll Thrive If You

Love solving problems and optimizing how people work.

Are energized by helping clients reimagine their day-to-day workflows through smart technology and thoughtful process design.

Can balance strategic thinking with hands-on execution.

Enjoy collaborating with smart, driven teammates who are passionate about client success.

Compensation

What's initforyou?

Whydowedowhatwedo?Wheredidthename‘Smokeball’comefrom?Whatareourvalues?Learnmore here !

*Smokeballvaluesdiversity&inclusionandisproudtobeanEqualEmploymentOpportunityemployer.Smokeballconsidersallindividualsseekingemploymentwithoutregardtorace,color,religion,nationalorigin,age,sex,maritalstatus,ancestry,physicalormentaldisability,veteranstatus,genderidentity,sexualorientation,oranyotherlegallyprotectedcharacteristic.