Client Experience and Training Specialist

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is a global leader in legal practice management software, proudly supporting small and mid-sized legal practices to run their best firm and live their best life. We're passionate about what we do, and our clients know it!

Our collaborative culture and strong sense of purpose are the driving forces behind our success.

Role Overview

We're looking for someone who is passionate about helping clients get the most out of Smokeball, and who's excited to join a vibrant community of legal and tech professionals. At Smokeball, we live by the value of "innovating for the client, not the press release."

In this client-facing role, you'll be working directly with law firms, training clients every day on how to use our software and helping them get the most out of Smokeball. You won't be creating training programs, instead, you'll be hands-on, guiding users through real scenarios and showing them how our tools make their day-to-day work easier.

In this client-facing role, you'll:

• Deliver engaging software training and practical advice, tailored to each firm's needs.
• Share insights and conduct internal training with our wider team and platform partners, equipping them to better support our clients.
• Contribute to a fast-paced, growing environment where technology and innovation drive real client impact.
• If you're someone who thrives on empowering clients and shaping meaningful experiences, we'd love to have you on our team.

Key Responsibilities

• Deliver engaging training sessions (both remote and onsite) to help clients get the most value from our software.
• Support client success by responding to inbound requests for training and knowledge, ensuring questions are resolved quickly and effectively.
• Drive client satisfaction by building strong relationships and ensuring every interaction adds value.
• Create helpful resources such as how-to videos, guides, and knowledge base articles, enabling clients to access proactive, self-service support.
• Enable internal expertise by delivering product training for colleagues and partner organisations.
• Champion the client voice by collaborating with the wider team to understand customer pain points, surface product issues, and continuously enhance the digital client experience.

What we are looking for:

• Training expertise or learning and development experience, ideally in software user training and onboarding
• Understanding of general legal terminology and legal billing practices
• Exceptional presentation and training skills, with an eye for detail
• A working understanding of human learning models and innate learning behaviours
• Passion for legal technology and delivering exceptional customer service

What's in it for you?

Competitive Salary

Wellbeing allowance

Be part of a forward-thinking company that is transforming the legal industry.

Generous PTO

Paid Parental Leave

Office Snacks

And of course the SWAG!

Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don't meet all the criteria? No worries! If our values resonate with your personal values and you think you have what it takes, we'd love to hear from you!

Please note: This role is only open to UK residents. Unfortunately, we are not able to offer sponsorship currently.