Job Description
- Job Description:
- Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations.
- Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed.
- Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed.
- Support partner onboarding by shadowing their first implementation - reviewing deliverables, providing structured feedback, and validating readiness for independent delivery.
- Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery.
- Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure.
- Build strong relationships with both partners and customers to foster collaboration and ensure project success.
- Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings.
- Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success.
- Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs.
- Requirements:
- Bachelor’s degree or equivalent experience
- NetDocuments or other legal business technology experience required
- 2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms
- 2+ years’ experience in customer account management and/or vendor account management
- Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
- Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly
- Benefits:
- Competitive salary
- Professional development opportunities
- Supportive work environment
- Employee recognition programs
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