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EvenUp · 9 hours ago

Customer Onboarding Specialist, Enterprise | Midwest

Detroit, MI

Full-time

Hybrid

Senior Level

$115K/yr - $130K/yr

5+ years exp

EvenUp is on a mission to close the justice gap using technology and AI, empowering personal injury lawyers and victims to achieve justice. The Enterprise Customer Onboarding Specialist will manage the post-sale onboarding process for new customers, ensuring rapid adoption and value from the platform, while collaborating with cross-functional teams and engaging with key decision-makers.

Artificial Intelligence (AI)LegalLegal TechMachine LearningSoftware

Responsibilities

Lead comprehensive onboarding sessions for new customers, including trial kickoff calls, live demos, and tailored training sessions covering EvenUp’s suite of products

Facilitate the smooth handoff from Sales to Customer Success by ensuring all critical customer information is accurately collected and documented

Implement a structured onboarding process for your clients, ensuring that key milestones are met (e.g., trial kickoff call, product feedback meetings, account reviews, and transition calls)

Develop and deliver high-impact onboarding and training sessions to equip customers with the skills necessary to use EvenUp’s platform effectively

Lead product demonstrations covering key features of EvenUp’s Claims Intelligence Platform

Ensure all potential users are active in the EvenUp portal and support continuous learning through follow-up sessions and best-practice sharing

Collaborate closely with Account Executives (AEs), Customer Success Managers (CSM), Product, Legal/Medical Operations, and Engineering teams to ensure customer requirements and feedback are promptly addressed

Act as the primary point of contact during the onboarding trial period, tracking key metrics (e.g., user engagement, demand submissions, software utilization) via platforms like Vitally and escalating issues when necessary

Mentor and support junior onboarding team members while refining onboarding strategies to achieve higher trial conversion rates

Engage with key decision-makers and firm champions to establish strategic success metrics and ensure alignment on implementation milestones

Lead high-level review sessions (e.g., account strategy sessions and transition meetings) to discuss trial performance, identify upsell or cross-sell opportunities, and gather actionable feedback

Advocate for continuous customer improvement by initiating meetings with customers to troubleshoot problems, optimize workflows, and set clear next steps toward long-term success