Customer Implementation Specialist ›

Job Summary: The Customer Implementation Specialist is an essential, internal function that supports Filevine Sales and our Certified Implementation Partners (CIP). The role's primary goal is to ensure a successful start to implementation by establishing correct expectations, project scope, and partner fit for every customer. This function focuses on coordinating internal teams and partners to align on best practices. By intervening before and during the transition to implementation, this role helps improve the quality of discovery and overall readiness. This proactive approach significantly reduces the risk of rework, escalations, and misalignment in later stages, ultimately delivering a smoother and more successful implementation experience for Filevine customers. Sales Support & Early Alignment Work closely with Sales to improve discovery quality prior to implementation. Refine activities to thoroughly document customer processes, technical landscape, requirements, and KPIs upfront.  Validate implementation-relevant details, assumptions, and expectations by reviewing Sales and discovery calls for accuracy before issuing quotes. Help Sales and Partners align customers to the right implementation partner based on implementation complexity (for example, basic setup versus complex implementation). Partner & Scope Alignment Validate Certified Implementation Partners’ Statements of Work (SOWs) to ensure scope aligns with customer needs uncovered during discovery. Improve CIP quote accuracy by ensuring partners are working from complete and accurate discovery inputs. Address gaps earlier in the process to reduce the need for post-quote discovery calls, rework, and clarifications. Guide partner selection based on compatibility to ensure a more balanced and diverse distribution. Qualifications 6+ years of experience in customer success, implementation coordination, onboarding, or account management roles (SaaS or technology preferred).Experience working cross-functionally with Sales, Implementation, and external partners—particularly in post-sale or pre-implementation contexts. Strong understanding of implementation scoping, partner models, and statement-of-work validation. Proven ability to identify risk early and improve outcomes through process, clarity, and alignment. Highly organized with strong data tracking, reporting, and analytical skills. Comfortable operating in ambiguity and influencing outcomes without direct ownership. Experience with Salesforce is a plus. Legal industry experience is a plus.