Job Title: Product Specialist (Full-Time)
Reports To: Client Success Manager
Job Overview
The Product Specialist plays a key role in delivering exceptional training, onboarding, and support to Clients, enabling them to get the most from the LawWare suite of products. This role combines hands-on project management, expert product knowledge, and excellent communication skills to help Clients improve practice efficiency and compliance.
You will independently manage start-up projects and data migrations for a wide range of Clients from sole practitioners to large multi-user firms with complex data structures, while also developing and maintaining the LawWare Training Platform to drive continuous learning and Client success.
Key Accountabilities
Service Excellence
Business Support
Innovation
Relationship Management
Key Activities
Service Excellence
Plan, schedule, and deliver Client start-ups, taking full ownership of each project and ensuring delivery aligns with LawWare’s standard procedures and project timelines.
Deliver engaging in-person and online training sessions covering all LawWare product features, modules, and integrations.
Build strong, trusted Client relationships, ensuring service levels consistently meet or exceed SLAs.
Configure Client databases, including user permissions and administrative settings.
Verify database integrity and connectivity following data conversions, ensuring system readiness before rollout.
Provide post-training follow-up and ongoing Client support as needed.
Prepare start-up proposals, documentation, and progress reports.
Provide timely and accurate responses to Client queries to ensure a smooth transition to LawWare.
Conduct training needs analyses for existing Clients when requested.
Develop, update, and maintain the LawWare Training Platform, ensuring materials are intuitive, accessible, and reflect current product functionality.
Remain up to date with Law Society regulations and ensure training content and guidance reflect compliance requirements.
Business Support
Maintain expert-level knowledge of all LawWare software modules and apply this to enhance training delivery and materials.
Support the Helpdesk by sharing insights gained through training and Client interactions.
Provide overflow support during high-volume periods, handling first-line queries when required.
Create, update, and manage training materials and documentation in line with Client and product needs.
Contribute to the development of Client-facing resources and the Client Area on the LawWare website.
Assist with testing new software features, producing updated manuals, guides, and help documentation.
Innovation
Continually identify and implement new approaches to online learning and Client education.
Design engaging, interactive learning solutions to improve the Client training experience.
Regularly review and refresh start-up materials to ensure accuracy, relevance, and quality.
Provide structured feedback and recommendations to influence future product development and Client experience improvements.
Relationship Management
Actively participate in team meetings, sharing updates, insights, and recommendations.
Anticipate Client needs and provide proactive, value-driven solutions.
Build and maintain positive relationships across the LawWare team to ensure effective collaboration.
Foster an open, cooperative working culture within the organisation.
Understand LawWare’s wider business goals and contribute diplomatically to shared success.
Represent LawWare professionally and consistently as a trusted ambassador of the brand.
Core Competencies
Planning & Organisation: Sets clear goals, prioritises effectively, and delivers to deadline.
Motivation: Demonstrates enthusiasm, ownership, and a results-driven attitude.
Judgement: Applies sound reasoning and data-driven decision-making.
Flexibility: Adapts to change and responds effectively to shifting priorities.
Communication: Communicates clearly, confidently, and professionally across all levels.
Teamwork: Works collaboratively to achieve shared objectives.
Initiative: Takes proactive action and develops practical solutions.
Technical / Professional Knowledge: Demonstrates in-depth product and domain expertise.
Remuneration
£30,000+ (dependent on experience)
Plus travel expenses, car allowance, pension, and standard holiday entitlement.
Apply to recruitment@lawware.co.uk