Aderant

Customer Support

• Provide expert-level support for the Aderant Expert product line, specifically focusing on general ledger accounting functionalities and general accounting principles.
• Assist clients with troubleshooting and resolving issues related to GL accounting within the Aderant Expert system.
• Collaborate with internal teams to ensure timely and effective resolution of client issues.
• Conduct training sessions and create documentation to help clients and internal stakeholders better understand and utilize the Aderant Expert GL features.
• Stay up-to-date with the latest developments and updates in the Aderant Expert product line.

Senior Support Specialist

Director

• Partner with the Senior Director of North America Services and leadership team to define operational goals, strategic initiatives, and organizational priorities that support growth, profitability, and customer success.
• Lead day-to-day operations for Professional Services delivery teams supporting Expert and Sierra solutions across cloud and on-premise environments.
• Build and scale a high-performing services organization focused on quality delivery, operational efficiency, accountability, and customer satisfaction.
• Collaborate cross-functionally with Sales, Product Management, Product Development, Support, and Customer Success to ensure alignment across business objectives and client needs.
• Manage customer relationships and executive-level communications for strategic accounts within the Professional Services portfolio.
• Drive achievement of Professional Services revenue, utilization, margin, forecasting, and operational performance targets.
• Develop and implement repeatable methodologies, governance standards, and best practices to improve delivery consistency and project outcomes.
• Monitor and manage key operational metrics and KPIs, including: Billable utilization, Project profitability, Resource forecasting, Customer satisfaction, Delivery performance, Project health indicators.
• Identify opportunities to improve scalability, automation, and operational efficiency across service delivery processes.
• Establish project governance frameworks, escalation procedures, and risk management practices to proactively address customer and delivery challenges.
• Drive accountability and transparency through dashboards, reporting, and project management tools that provide visibility into delivery performance and customer engagements.
• Lead continuous improvement initiatives focused on delivery quality, operational rigor, and predictable customer outcomes.
• Partner with Sales and Services leadership on go-to-market strategies, implementation planning, and customer engagement models.
• Support resource planning, staffing strategies, and talent development initiatives to ensure organizational readiness and growth.
• Mentor, coach, and develop Professional Services managers, consultants, and project leadership teams.

Director, Professional Services

Attorney

• Engage law firms in consultative discussions to understand their pricing strategies, profitability challenges, and business objectives.
• Position Virtual Pricing Director as a strategic solution that supports value-based pricing, margin improvement, and informed decision-making.
• Lead discovery-driven sales cycles, translating firm-specific pricing challenges into tailored solution recommendations.
• Build trusted relationships with senior stakeholders, including Pricing Directors, CFOs, COOs, and Practice Leaders.
• Deliver thoughtful, insight-led product demonstrations that connect VPD capabilities to real pricing and profitability outcomes.
• Collaborate closely with Product, Professional Services, Customer Success, and Marketing teams to align solution positioning and ensure successful client outcomes.
• Support expansion opportunities by identifying additional use cases within existing accounts.
• Maintain accurate opportunity tracking, forecasting, and pipeline management within CRM tools.
• Stay informed on legal pricing trends, alternative fee arrangements, and evolving market dynamics to bring relevant insights to client conversations.

Legal Pricing Sales Specialist

Consultant

• Engage with clients to gather and analyze business requirements, objectives, and challenges.
• Conduct discovery sessions, workshops, and interviews to understand client processes and workflows.
• Translate client requirements into detailed implementation plans and solution designs.
• Configure software solutions based on client requirements, ensuring alignment with best practices and product capabilities.
• Customize and tailor solutions to meet specific client needs, integrating with existing systems and third-party applications as necessary.
• Test and validate configurations to ensure functionality, usability, and performance meet client expectations.
• Lead or support the implementation and deployment of software solutions, managing project timelines, milestones, and deliverables.
• Collaborate with project managers, technical teams, and stakeholders to execute project plans and ensure smooth project execution.
• Provide technical guidance and support during go-live activities, system integration, and user acceptance testing (UAT).
• Deliver product training sessions and workshops to client stakeholders, including end-users, administrators, and executives.
• Create and maintain training materials, documentation, and user guides to support client enablement and adoption.
• Facilitate knowledge transfer and provide ongoing support to clients to ensure they maximize the value of the software solution.
• Build and maintain strong relationships with clients, serving as a trusted advisor and advocate for their success.
• Proactively identify opportunities for additional services, upsell, and cross-sell opportunities based on client needs and usage.
• Monitor client satisfaction, gather feedback, and address concerns to ensure a positive customer experience and long-term retention.
• Collaborate effectively with sales, product management, support, and development teams to align on client requirements and project goals.
• Provide feedback to internal teams on product enhancements, features, and functionality based on client interactions and market insights.
• Contribute to knowledge sharing and best practices within the professional services team and across the organization.

Senior Support Specialist

Director, Professional Services

Legal Pricing Sales Specialist

Business Consultant