Implementation Specialist

• Lead 5-15 customer implementations simultaneously and manage milestones, risks, and communications.
• Collaborate with professional services team members to ensure on-time delivery and successful implementations.
• Apply best practices in CLM and legal operations to design scalable processes and advise on change management.
• Design, configure, and optimize contracting processes leveraging product expertise including AI features and integrations.
• Enable customers to be self-sufficient through training and configuration.
• Lead challenging conversations to reset expectations, address product feedback, and advise on trade-offs and phased delivery plans.
• Serve as the internal Voice of Customer by sharing product feedback with Product team.
• Stay up-to-date on product releases with a focus on AI and workflow automation capabilities.
• Identify opportunities to improve implementation methodology, templates, and playbooks.
• Respond to high-profile customer escalations with structured action plans, ownership, and follow-through to resolution.

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