Law Society of Ireland
Customer Engagement & Adoption Specialist (LegalTech Platform)
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Customer Engagement & Adoption Specialist (LegalTech Platform)
Customer Engagement & Adoption Specialist Blackhall Technologies Ltd – A wholly owned subsidiary of the Law Society of Ireland
Role Overview
Blackhall Technologies Ltd, a subsidiary of the Law Society of Ireland, is seeking a Customer Engagement & Adoption Specialist to drive user engagement and adoption of a newly developed platform within the legal sector.
This role sits at the intersection of customer success, product adoption, and user support, acting as the primary point of contact for users post-onboarding. The successful candidate will work closely with internal teams to ensure users are effectively activated, supported, and continuously engaged with the platform.
The primary objective is to drive adoption, maximise usage, and deliver a positive user experience at scale.
Key Responsibilities
User Activation & Adoption
- Take ownership of a portfolio of organisations already onboarded to the platform.
- Drive initial activation by ensuring users understand how to use the product effectively.
- Encourage and support users to progress from onboarding to active, regular usage.
- Proactively engage with users to ensure continued adoption and utilisation.
Customer Engagement & Relationship Management
- Serve as the primary point of contact for day-to-day user engagement.
- Maintain regular touchpoints (check-ins, progress reviews, follow-ups).
- Build and nurture strong relationships with users and stakeholders across organisations.
- Provide a friendly, proactive, and solution-oriented presence, especially during challenges.
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Support & Issue Management
- Act as the first point of contact for user issues and queries.
- Triage and troubleshoot problems at a user level before escalating where necessary.
- Liaise with internal teams to ensure timely resolution of issues.
- Clearly communicate updates back to customers.
Feedback & Continuous Improvement
- Gather user feedback on pain points, usability, and functionality.
- Feed insights into internal product and project teams.
- Contribute to improving processes, workflows, and overall user experience.
Training & Enablement
- Deliver user guidance, walkthroughs, and informal training sessions.
- Support users in understanding the product and relevant workflows.
- Assist with onboarding new users and organisations.
Strategy & Process Development
- Support the development of engagement and adoption strategies.
- Lead and execute day-to-day delivery of these plans.
- Contribute to scaling engagement processes as the platform grows.
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Experience & Competencies
Essential Requirements
- 3–5 years’ experience in customer success, account management, client engagement, or a similar role.
- Experience working with B2B clients, ideally in professional services or regulated industries.
- Exposure to technology platforms, SaaS, or digital products is advantageous.
- Strong communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels.
- Highly proactive and self-driven, comfortable in taking initiative and driving outcomes.
- Customer-focused mindset with a strong emphasis on user experience.
- Problem-solving ability and comfort in handling issues with calm, practical solutions.
- Strong relationship-building skills to establish trust and credibility.
- Adaptability and resilience in a fast-paced, evolving environment.
- Ability to collaborate effectively with cross-functional teams.
- Commercial focus, with an understanding of driving usage and value.
Closing Date: Friday, 3 July 2026
Thekall Technologies Ltd thanks you for your interest. Only successful candidates who are shortlisted will be contacted.
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