Senior implementation services manager

The Senior Implementation Services Manager is responsible for ensuring an effective and enjoyable onboarding experience for new clients. You will be working with key stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will ensure that the client's short and long-term objectives, internal workflows and ways of working are well understood and documented, and tailor the implementation experience to suit their key objectives and ensure successful adoption of the LawVu workspace. This role will call on a combination of technical implementation and customer-facing stakeholder management skills to guide clients smoothly and quickly through the onboarding experience.

What you’ll do…

• Onboard new customers
• Lead end-to-end implementations for new customers, engaging multiple client stakeholders, and preparing, managing and communicating a clear implementation plan.
• Partner with customers to understand their ways of working, consulting on the best ways to leverage LawVu.
• Act as the customer’s LawVu expert, configuring their workspace and running training tailored to each audience, from legal teams and administrators to the wider business, remotely or on-site across the region.
• Join late-stage sales conversations to scope implementations, assist with proofs of concept, and set clear expectations before contract signature.
• Deliver implementations to agreed timelines, averaging 90 days or less for standard implementations, with clear milestones agreed up front for more complex rollouts.
• Own a structured handover to Customer Success Management, so every implemented customer moves on with documented objectives, configuration decisions, adoption status, and next steps.

Technical setup & design

• Design and configure automation that saves customers time, from contract templates with conditional logic to matter intake and approval workflows.
• Help customers build a legal front door that streamlines intake from across the business; design business portals that capture what legal needs up front and deliver every legal request to the right place.
• Guide customers through the planning and preparation of historic data for migration into LawVu from legacy software, network drives, and databases, including the use of our AI extraction tools.
• Support customers in connecting LawVu to the systems their business already relies on through our off-the-shelf integrations, Microsoft Power Connector, our public API, and other integration options.

Project Management

• Run multiple implementations at once, managing scope, timelines, risks and dependencies so each customer stays on track.
• Provide regular project status updates to both customer project teams and internal leadership, flagging risks early and coordinating the actions needed to resolve them.
• Develop and continually improve the implementation process, including active use of CRM and project management tools and documentation.
• Manage the involvement of third-party implementation and service partners on joint projects, aligning scope, responsibilities and timelines, and keeping LawVu’s standards consistent throughout.
• Work closely with LawVu Implementation, Customer Success, and Sales teams to define and improve processes.

Adoption and Success

• Multithread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.
• Coach customers through change management as they roll out LawVu to their legal team and the wider business.
• Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. Escalate issues to the support team and liaise with them through to resolution.

What you’ll need…

• 6+ years experience in a SaaS implementation, professional services, and/or project management role.
• Experience implementing or working with legal technology, such as contract lifecycle management, matter management, e-billing, or document automation platforms.
• Experience working with UK or European in-house legal teams, law firms, or legal operations.
• Strong time management and organisational skills, with the ability to run several implementations at once.
• Excellent listening, verbal and written communication, negotiation, and presentation skills, including with senior stakeholders such as General Counsel and legal operations leaders.
• Practical understanding of data management, APIs, conditional and logical reasoning.
• Confident user of Microsoft 365, CRM, and project management tools.

Location

This role is based in the UK and covers customers across EMEA. You’ll need some working-hours overlap with our teams in the US and New Zealand, and occasional travel within the region for on-site workshops and customer training.

What sets us apart:

• Monthly wellness allowance to use on whatever enables you to bring your whole self to work – gym membership, massage, childcare…the list goes on!
• Health insurance
• Extended paid parental leave
• Extra paid day off on your birthday
• Share options so you can have a piece of the pie
• Home office allowance set up for remote employees

Why LawVu?

At LawVu we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer the opportunity to get onboard a growth company early and the opportunity to participate in LawVu’s success through our incentive scheme. LawVu has rapidly expanding offices and our work environment encourages continuous improvement and future career development.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables us to better understand and serve customers and innovate successfully. From the moment you join, you’ll feel welcome and supported to do the best work of your life.

Our team is only as strong as the culture it is built upon. Our core values are:

• Inspire and Delight: We go the extra mile to create experiences that inspire and delight our customers.
• Move Swiftly: We get things done quickly and efficiently.
• Dig Deeper: No challenge is too big. We embrace challenges, learn from mistakes, and share knowledge.
• Take Ownership: We take responsibility for our actions and their impact on the business.
• Back Yourself. Back Others: We support and respect each other, building a high level of trust.
• Bring Your Woo: We create a safe environment that fosters bringing your whole self to work.

We are constantly working towards making LawVu one of the best places to work, for everyone. LawVu is committed to providing equality of opportunity, valuing diversity and promoting a culture of inclusion. We will ensure this by fostering a workplace where people feel safe to be themselves, are able to do the best work of their lives and fulfil their potential. We believe by bringing together our diversity of thoughts and backgrounds, we will develop a world class product for the equally diverse customers we serve.

We make hiring decisions based on your experience, skills and passion. If you would like to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.