Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.
Our people are our strength.
Role Description:
As a Client Engagement Manager, you will be a key element in the implementation process with our clients. A successful Client Engagement Manager has excellent communication skill both externally and internally with others on the projects. Projects may range from small projects of just a few hours to multiple months-long projects. This role will be instrumental in balancing the needs of clients with availability of Aderant resources and managing hours available.
Responsibilities:
Work with clients to define requirements, conduct needs analysis, determine project specifications, identify solutions, and implement recommendations.
Serves as liaison and escalation point between company and client. May travel to client sites on occasion.
Maintain notes & communication channels regarding project progress with clients & internal resources.
Conveys customer feedback to product development staff.
Possesses thorough knowledge of company’s products used by customers.
Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
Guide, coach, mentor and develop team members.
Manage client escalations independently.
Engage the appropriate internal skills/resources to complete client projects.
Promotes and maintains a high quality, professional, service-oriented company image among users.
Qualifications:
8+ years of experience leading software implementation programs, managing high-performing project teams, and driving client success in SaaS environments
Proven track record of overseeing multiple Project Managers, improving delivery processes, and ensuring projects are delivered on time, on budget, and with high customer satisfaction
Strong background in Agile methodologies and cross-functional leadership.
Bachelor’s degree in Computer Science, Finance, or related degrees.
Able to resolve escalations independently.
Excellent writing, editing, interpersonal and communications skills.
Proficient PC skills used, as required.
Strong analytical/problem solving skills.
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