CX Onboarding Specialist
Job Description
Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.
Our people are our strength.
Deliver structured client onboarding through the MAP to Success framework — monitoring adoption, routing VoC signals, and creating enablement content from field experience.
Accountable For
- Deliver structured, goal-anchored client onboarding using the MAP to Success framework — kickoff begins with the client's goals already documented, not discovered mid-project
- Monitor adoption milestones in real time and flag clients who are falling behind the MAP timeline before the gap becomes an escalation
- Route VoC signals collected during onboarding directly to the VoC & Onboarding Manager — client friction points, questions that reveal content gaps, and product feedback go into the system, not a private inbox
- Create client-facing enablement content based on real onboarding experiences and GTM — the best content comes from practitioners who know exactly where clients struggle
- Carry dotted-line accountability to the GTM Manager, ensuring onboarding delivery stays aligned with GTM phase timelines and readiness standards
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