Manager, Mid-Market Customer Onboarding

3+ years of people management experience Proven ability to deliver technical training and manage teams of traveling trainers/implementers Refined skill set combining Sales and Customer Success Management (CSM) competencies Demonstrated ability to build, structure, and own technical training curriculum and content Strong experience operating within a matrixed organizational structure Experience with CMS providers (e.g., Salesforce, Litify, Smart Advocate, Case Pier) training models is highly valued Legal and law firm operations domain expertise within the legal space (preferred) Personal Injury (PI) domain expertise (preferred) Familiarity with AI in legal tech (preferred) Certifications in technical training delivery or related industry standard certifications (preferred)

People-manage a squad of seven to nine Customer Onboarding Specialists (COS's) Focus intensely on skills development, coaching, and performance management Drive team to achieve high customer feedback ratings Ensure team members can command a room and provide on-the-spot solutions Manage COS's deployed within sales regions Own and drive the structure of the training content and collateral for customer-facing technical enablement Develop certification programs for the Onboarding Team Train and certify COS team members on effective curriculum delivery Build and maintain a robust internal collaborative network for enablement collateral Work closely with Product Operations, Product Enablement, and Go-to-Market Enablement teams Act as a deputy to the Platform Enablement Specialist Coordinate and collaborate with the Technical Program Management team