For this job, we are currently only hiring candidates based in the United States. For more information on where we employ, please see below. 

About the Role

Ontra is seeking a Lawyer Enablement Manager reporting to our Senior Managing Director, who leads our Customer Success Operations and Strategy team. 

We’re looking for someone excited to develop and implement comprehensive training programs, manage and enhance a lawyer-facing help center, and collaborate with law firm partners to drive service excellence and scalability.

If you are a strategic enabler with a passion for designing scalable programs, a technically adept individual who can demystify complex LMS systems, and an adept collaborator skilled at influencing external law firm owners and internal teams, we’d love to get to know you!

What You’ll Do

• Training Program Development: Design comprehensive training programs that include technical and substantive elements to drive product adoption and ensure a consistent, high level of service across the Legal Network.
• Content Creation & Curation: Develop curriculum and construct the help center architecture, which may include video walkthroughs, written content, and certification courses in collaboration with partners.
• Discovery & Needs Assessment: Collaborate with the Legal Network Success team and law firm partners to identify friction points and underutilized features, thereby uncovering training gaps and opportunities for improvement.
• Program Delivery & Coordination: Conduct virtual training sessions and coordinate with law firm owners to provide tailored training, ensuring effective knowledge transfer and skill development.
• Impact Measurement: Analyze data post-training to assess program effectiveness, monitor service metric improvements, and adjust strategies to optimize training impact and service consistency.

What You’ll Bring

• Experience Level: 3+ years of experience; preferably within a startup to mid-sized software company. Legal knowledge or experience is a big plus.
• Customer Enablement Background: Proven experience in customer enablement, customer success, or education, focusing on enhancing user engagement and satisfaction.
• LMS Proficiency: Hands-on experience with Learning Management Systems (LMS), such as Docebo, demonstrating the ability to leverage these tools for training and development purposes.
• Content Creation Skills: Experience in developing both technical (product-focused) and soft-skill (substantive) training materials, showcasing versatility in educational content creation.
• Data-Driven Decision-Making: Ability to utilize data to evaluate the ROI and impact of enablement initiatives, ensuring programs are effective and aligned with organizational goals.
• Cross-functional Collaboration: Demonstrated ability to work effectively with product management and marketing teams, fostering productive cross-departmental relationships.
• Communication Skills: Exceptional writing and communication abilities, with an emphasis on technical writing, to convey complex information clearly and concisely.