Delivery Success Manager – Legal Tech
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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• 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
Apply tot his job
Apply To this Job