[Hiring] Client Services Consultant, Training & Implementation @BEC Legal Systems

Role Description

As Client Services Consultant, Training & Implementation, you will be BEC's lead trainer and own complex implementations and upgrades from kickoff through go-live. You will consult with clients to understand their business practices, configure solutions that fit their workflows, and deliver the training that drives adoption.

This is a hands-on, client-facing role that combines project management, software configuration, training delivery, and support. You will work closely with R&D, QA, and Sales, and you will travel to client sites and other locations as needed.

Key Responsibilities

• Core Specialty: Training & Implementation (approximately 60%)
  • Own BEC's client training program, including curriculum design, onsite and web-based delivery, and recorded or self-serve training assets.
  • Lead complex implementations and upgrades of BEC's products from initial configuration through go-live, on schedule and in line with client expectations.
  • Work with clients to understand their current business practices and recommend best practices to implement during installations and conversions.
  • Educate clients on proper software configuration, application integrations, and data entry so they can fully leverage the software's capabilities.
  • Partner with the Data & Integrations consultant on data mapping and validation during implementations.
• Cross-Coverage: Support (approximately 25%)
  • Take scheduled support rotations, owning Level 1 triage, resolution, and SLA performance while on rotation.
  • Escalate Level 2 issues and product defects, using the team's defined escalation path.
  • Support clients during the post-go-live period, including reporting of issues and enhancement requests.
• Team Enablement (approximately 15%)
  • Train and certify teammates on implementation and training delivery for priority products.
  • Contribute knowledge base articles drawn from implementation and training experience.
  • Provide product use expertise to internal R&D and QA teams, informing product direction and quality.
  • Assist with training of BEC employees when needed.

Qualifications

• 5+ years in a customer-facing professional services role leading client onboarding, implementations, and training.
• Hands-on experience with legal practice management, matter management, docketing, or document automation platforms (e.g., BEC's suite or comparable tools) as a user, trainer or administrator.
• Experience using generative AI tools (e.g., Claude, ChatGPT, Copilot) to improve personal productivity, optimize workflows, or improve client communication.
• Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist.
• Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation.
• Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on.

Company Description

BEC Legal Systems has served the legal community for decades, evolving from its roots in Cincinnati, Ohio into a trusted provider of enterprise software for law firms and corporate legal departments nationwide. Our product suite helps legal teams manage attorney calendars, track matters, and automate document creation directly within the Microsoft Office environment they already rely on.

Our clients stay with us because our team knows their firms, their workflows, and their deadlines. We are building a cross-trained Client Services team where every consultant brings deep expertise in one area and can step in across implementation, training, and support, so clients get fast, knowledgeable help from people who understand their environment.