Client Onboarding Manager

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

The Client Onboarding Manager is responsible for managing the client onboarding process, client trainings, and Lighthouse solution implementation. This role involves working with new and existing clients on designing workflows and processes, implementing Lighthouse solutions, services and technology, and developing eDiscovery programs.  The Client Onboarding Manager has overall ownership of client onboarding and implementation engagements, collaborating with cross-functional teams to deliver an exceptional client experience.

What will this person do?

• Manage client onboarding engagements and Lighthouse solution implementation projects for new and existing clients.
• Ability to own and lead a large, enterprise client’s eDiscovery program, including but not limited to, workflow design, documentation, and reporting.
• Collaborate with cross-functional teams, including service delivery, sales and client solutions, to deliver an exceptional client onboarding experience.
• Partner with client success and delivery teams to design workflows and processes tailored to clients’ goals, requirements and priorities.
• Participate in discussions to help clients navigate strategic decisions to reduce cost and mitigate risk of their information governance and eDiscovery programs.
• Scope and draft onboarding and implementation programs that align with client goals, priorities and strategic initiatives.
• Manage onboarding and implementation project plans ensuring Lighthouse honors our commitments to clients, such as project objectives, timelines and deliverables.
• Take ownership of parallel initiatives within an onboarding program working with internal and external stakeholders to successfully complete concurrent activities.
• Oversee, contribute to and drive the creation of custom client deliverables (e.g. workflow documentation, playbook, training materials) tailored to meet clients’ objectives and priorities.
• Collaborate with Client Education Ambassador to develop and deliver workflow-based, custom client training.
• Participate in designing and presenting on client onboarding roadmaps and implementation plans as needed.
• Proactively and preemptively escalate to leadership issues, concerns or project delays to mitigate client dissatisfaction.
• Maintain an unwavering focus on delivering an exceptional client onboarding experience.

Bring your passion and together we will shine.  It would also be great if you have the following:

• Bachelor's degree required
• JD preferred
• 5+ years of legal technology or eDiscovery experience
• 3+ years of project or case management experience required
• Technology implementation experience a plus
• Workflow design experience preferred
• Understanding of the full scope of the legal and eDiscovery lifecycle.
• Knowledge of legal and eDiscovery technologies (e.g. EnCase, Ipro, Nuix, Relativity, Brainspace).
• Effective at driving projects to completion in collaboration with cross-functional teams.
• Detail oriented with the ability to keep focus on the broader project scope and initiatives.   
• Ability to manage changing and conflicting internal and client priorities.
• Strong analytical, organizational and project management skills.
• Excellent verbal and written communication skills.

Work Environment and Physical Demands

Duties are performed in a typical office environment while at a desk or computer table.  Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.

Duties may require occasionally working outside normal business hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are! 

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

The expected pay for this role will range from $95,500 to $128,500 per year.   This role will be eligible to participate in an annual bonus or incentive program.  

Lighthouse offers a quality comprehensive benefits package including medical, dental, vision, and a 401k with company match.  Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through 98point6, and other wellness plans.  We offer a generous Flexible PTO program and paid volunteer days.  Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.