Implementation Specialist

Job description

FirmPilot is the leading growth platform for law firms looking to scale with precision. We combine AI-driven insights, marketing automation, and data-backed performance to help firms convert traffic into retained clients. We are a fast-paced, venture-backed startup scaling with serious momentum and an eye for operational excellence. **About the Role**We are looking for an Implementation Specialist who can own the client onboarding experience from post-sale handoff through full deployment and ongoing platform success. You will work cross-functionally to deliver seamless integrations, guide firms through our product setup, and ensure long-term value through continuous support. This role is ideal for someone who thrives in fast-paced environments, has a deep sense of ownership, and brings a service-oriented mindset to technical execution. A strong candidate will not just handle onboarding, but also offer ongoing support and maintenance after onboarding to ensure our clients remain successful well beyond launch. **What You Will Do** - Lead onboarding for new clients by coordinating internal resources, setting clear expectations, and configuring platform access - Own the full setup lifecycle from technical kickoffs through go-live milestones - Customize marketing automation flows, contact integrations, domain settings, and conversion tracking based on client needs - Translate complex digital marketing and technical concepts into easy-to-follow instructions for legal teams - Offer post-onboarding support to ensure continued success, including proactive check-ins, minor adjustments, and troubleshooting - Provide technical guidance to clients on web integrations, intake systems, and third-party tools - Maintain documentation of each implementation, including status updates, outstanding items, and resolution logs - Identify patterns in client feedback and work with the Product and Success teams to improve implementation efficiency and satisfaction **What You Bring** - 4+ years of experience in implementation, client onboarding, or technical account management - Strong organizational skills with the ability to manage multiple client timelines at once - Comfort working across cross-functional teams, including Engineering, Customer Success, and Product - Experience with web-based platforms, CRM tools, form builders, analytics tools, or martech systems - Client-first mindset and a drive to ensure value is delivered beyond onboarding - Ability to remain composed and solution-oriented under pressure **Top Candidates Will Have** - Experience with basic HTML, Google Analytics, WordPress, Elementor, and Callrail - Experience working in a startup or fast-growth SaaS environment - Understanding of legal services or professional services industries **Compensation**Pursuant to applicable pay transparency laws, the base salary range for this role is $90,000 to $110,000 base. In addition to base salary, FirmPilot offers: - 100% premium cost for employee: health, dental, and vision coverage - Discretionary paid time off - 11 holidays observed, and 2 floating holidays