Client Services Consultant, Training & Implementation

Client Services Consultant, Training & Implementation

Location: Remote (Canada or USA)

Reports To: Operations Manager, BEC Legal Systems

Travel: up to 10%: periodic visits to the Cincinnati office, occasional client sites, and industry conferences (e.g., ILTACON)

About BEC Legal Systems

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 - including CoreRelate Cloud, CoreRespond, MatterLink, Docket Enterprise, LegalBar, and Assemble-It - 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.

How Our Team Works

Client Services is made up of consultants, each with a core specialty: Training & Implementation, Support, and Data & Integrations. Each consultant spends most of their time in their specialty, covers a defined share of work in another area, and contributes to shared team assets such as our knowledge base and training materials. Support coverage is scheduled, not ad hoc, so implementation and training commitments stay protected.

About the Role

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.

You will also take scheduled support rotations and train your teammates so the whole team can deliver implementations and training with confidence. 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%)

• Training Program Ownership: Own BEC's client training program, including curriculum design, onsite and web-based delivery, and recorded or self-serve training assets.

• Implementation Delivery: Lead complex implementations and upgrades of BEC's products from initial configuration through go-live, on schedule and in line with client expectations.

• Business Practice Consultation: Work with clients to understand their current business practices and recommend best practices to implement during installations and conversions.

• Client Education: Educate clients on proper software configuration, application integrations, and data entry so they can fully leverage the software's capabilities.

• Data Partnership: Partner with the Data & Integrations consultant on data mapping and validation during implementations.

Cross-Coverage: Support (approximately 25%)

• Support Rotation: Take scheduled support rotations, owning Level 1 triage, resolution, and SLA performance while on rotation.

• Escalation: Escalate Level 2 issues and product defects, using the team's defined escalation path.

• Post-Go-Live Support: Support clients during the post-go-live period, including reporting of issues and enhancement requests.

Team Enablement (approximately 15%)

• Peer Training: Train and certify teammates on implementation and training delivery for priority products.

• Knowledge Base: Contribute knowledge base articles drawn from implementation and training experience.

• Product Expertise: Provide product use expertise to internal R&D and QA teams, informing product direction and quality.

• Internal Training: Assist with training of BEC employees when needed.

Required Skills & 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.

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.