About the role
About the Role
Draftwise is growing its implementation function to support an expanding enterprise customer base across EMEA. We're looking for an Implementation Specialist based in London to own the technical onboarding experience for new customers from contract signature through a live, production-ready deployment. This role is the EMEA counterpart to an existing function on our US team. The playbooks and processes are established -- you'll own the EMEA customer base and be the accountable point of contact in the timezone.
What You'll Do
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Own implementations end-to-end: internal handoff, kickoff, environment setup, DMS/SSO/add-in configuration, document ingestion, user registration, and CS handoff
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Owns outcomes, not just tasks -- when something's broken, fixes it; when something's missing, builds it
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Serve as the primary customer-facing POC through platform readiness for Scale accounts; co-own the technical track alongside CSMs on Enterprise accounts
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Coordinate with IT contacts at law firms on identity configuration, DMS indexing, and add-in deployment (iManage, NetDocuments, SharePoint, Microsoft Office)
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Troubleshoot integration issues, escalate to Engineering with clear problem statements, and close the loop with customers
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Maintain accurate implementation status in Salesforce and Linear; keep internal stakeholders informed without requiring them to ask
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Contribute to playbooks and documentation that make the implementation motion repeatable
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Surface friction from implementations back to the team -- on the product, the process, or both
What We're Looking For
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3+ years in implementation, solutions engineering, or technical onboarding at a B2B SaaS company
