Lead Implementation Specialist

EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Our products enable law firms to secure faster settlements, higher payouts, and better outcomes for victims injured through no fault of their own in vehicle collisions, accidents, natural disasters, and more.

We are one of the fastest-growing vertical SaaS companies in history, and we are just getting started. EvenUp is backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures, SignalFire, and Lightspeed. We are looking to expand our team with talented, driven, and collaborative individuals who seek to have a lasting impact. Learn more at www.evenuplaw.com.

Role Summary:
The Lead Implementation Specialist is responsible for ensuring customers and prospects have a seamless, high-quality experience during onboarding, trial periods, and early lifecycle adoption of EvenUp products. This role combines deep product expertise, technical troubleshooting, cross-functional coordination, and proactive customer support to eliminate blockers before Day 1 and maintain strong operational execution throughout the trial cycle. The Lead Implementation Specialist serves as the product knowledge authority for customer-facing calls and is the primary liaison between customers, Engineering, and Product when issues arise.

Key Responsibilities

1. Pre-Day 1 Technical Readiness and Troubleshooting

• Own all pre-Day 1 file reviews, document checks, and technical issue resolution.

• Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures.

• Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases.

• Act as the direct point of escalation for PES.

2. Trial Period Issue Management and Execution

• Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior.

• Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer.

• Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility.

• Ensure every customer remains unblocked throughout the trial lifecycle.

3. Support Lead and Cross-Functional Liaison

• Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters.

• Triage issues, determine urgency, and route them to the appropriate engineering or product owner.

• Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved.

• Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution.

4. Continuous Product Expertise and Internal Readiness

• Stay current on all product functionality, upcoming features, and known limitations.

• Track release notes, test new features, and proactively anticipate the impact on live trials.

• Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.

Qualifications

• Deep understanding of EvenUp products, workflows, and trial lifecycle processes.

• Strong troubleshooting skills, with the ability to diagnose document, extraction, or processing issues.

• Highly organized, detail-oriented, and able to manage multiple trial timelines simultaneously.

• Excellent communication skills, capable of translating technical issues into clear customer-ready language.

• Experience collaborating with engineering and product teams.

• Prior experience in support, implementation, customer success, or technical operations preferred.

Success in This Role Looks Like:

• Trial kickoff begins with fully vetted, properly processed files and zero avoidable blockers.

• Day 7 and Day 14 calls run smoothly with no surprises and clear next steps.

• Customers receive fast, accurate responses to all issues throughout the trial.

• Engineering and Product receive clean, well-documented issue reports and reproduce problems more easily.

• Sales and CS feel fully supported and confident in product readiness during early customer engagements.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (evenuplaw.com/careers) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, [email protected] or no‑[email protected] email addresses.

To ensure fairness and proper consideration, we do not accept resumes or expressions of interest via email or social media messages. If you’re interested in a role, please submit your application directly through our careers page.

If you receive communication from someone you believe is impersonating EvenUp, please report it to us at [email protected]. Examples of fraudulent domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”.

Benefits & Perks:

As part of our total rewards package, we offer attractive benefits and perks to our employees, including:

• Choice of medical, dental, and vision insurance plans for you and your family

• Additional insurance coverage options for life, accident, or critical illness

• Flexible paid time off, sick leave, short-term and long-term disability

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees and RRSP for Canada-based employees

• Paid parental leave

• A local in-person meet-up program

• Hubs in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.