[Hiring] Value Adoption Consultant @Mitratech

Role Description

Value Experience exists to ensure our customers’ experience — from their first hello and throughout the relationship — is one of alignment and partnership toward their goals and success. That means more than the tools a customer has access to; it means how we show up: the guidance, the thought leadership, the support. A customer can be current on their license, supported, even trained, and still not know what they actually have access to or how to turn it into results.

The Value Adoption Consultant works directly with existing TeamConnect customers to close that gap — helping them get real, demonstrable value out of what they already have before any conversation about what's next. This is hands-on, account-level work: running assessments, guiding adoption, and helping customers build the operational foundation that AI-enabled capability like ARIES will eventually depend on.

This is a seasoned individual-contributor role, not an entry-level one. The right person has already spent real time inside legal operations — as a practitioner, a consultant, or an implementer — and has firsthand comfort with matter management and e-billing environments. They execute against established playbooks and assessment frameworks rather than build that infrastructure from scratch, and they carry a portfolio of accounts with real accountability for outcomes on each one. This role reports to the VP of Value Experience, working in close partnership with the Senior Value Adoption Consultant, Premium Experience, and Account Management.

Essential Duties & Responsibilities

• Operational Assessments — conduct current-state discovery with legal ops and business stakeholders using established assessment frameworks; map workflows, pain points, and configuration gaps
• Value Realization — help customers close the gap between “implemented” and “adopted” in their existing TeamConnect environment; identify underused functionality and everyday friction that caps their ROI
• Foundation Readiness — assess whether a customer's day-to-day workflows, data, and configuration are stable and clean enough to support future AI-enabled capability, flagging remediation needs early
• Product Adoption Guidance — act as a proactive, named point of contact for assigned accounts — regular check-ins, education on standard process and support tools, best-practice webinars, and hands-on troubleshooting rather than reactive support
• Expansion Signal Surfacing — flag where an account looks ready for more — additional modules, AI capability, Premium Experience investment — and pass that intelligence to Sales, Account Management, and the Senior Value Adoption Consultant with supporting detail
• Customer Communication — translate findings into clear, business-friendly recommendations for legal ops and business stakeholders; contribute to account reviews and adoption reporting
• Playbook Execution — apply and give feedback on the assessment templates, onboarding guides, and adoption playbooks the team maintains, helping refine them as real account experience surfaces gaps
• Cross-Functional Coordination — maintain a regular cadence with Premium Experience and Account Management to share account-level insight, positive or negative, that could affect retention
• Feedback Loop — communicate emerging product trends and adoption patterns from assigned accounts back to the Product organization

Qualifications

• 4+ years of experience in legal operations, legal technology consulting, or professional services delivery on legal operations technology
• Direct, practitioner-level familiarity with matter management and/or e-billing workflows
• Experience helping a technology implementation actually land with end users — training, onboarding, or adoption support
• Comfortable running structured discovery or assessment conversations with legal ops and business stakeholders
• Strong business acumen paired with the ability to understand and explain technical concepts and derive practical solutions to a client's problems
• Excellent interpersonal and professional communication skills, especially over phone, video, and in stakeholder presentations
• Ability to manage a portfolio of accounts and multiple concurrent priorities with sound judgment about when to escalate
• Ability to operate independently day-to-day while working within an established framework and reporting structure
• Ability to travel as needed (up to 25%)

Education

• Bachelor's Degree preferred, or equivalent professional experience in legal operations, legal technology, or professional services delivery

Benefits

• Health, Dental & Vision Insurance *
• 401 (k) + Employer Match *
• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition
• LinkedIn Learning Platform