Customer Engagement & Adoption Specialist (LegalTech Platform)

Role Overview

Blackhall Technologies Ltd, a wholly owned subsidiary of the Law Society of Ireland, are seeking a Customer Engagement & Adoption Specialist to play a critical role in driving user engagement and adoption of a newly developed platform within the legal sector.

This role will sit 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 overall objective of the role 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 move from onboarding through to active, regular usage

• Proactively engage with users to ensure continued adoption and utilisation

Customer Engagement & Relationship Management

• Act as the primary point of contact for day-to-day user engagement

• Maintain regular touchpoints with users (check-ins, progress reviews, follow-ups)

• Build strong relationships with users and stakeholders across organisations

• Provide a friendly, proactive, and solution-oriented presence, particularly when challenges arise

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

• Communicate updates clearly back to customers

Feedback & Continuous Improvement

• Gather user feedback around 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 both 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

Experience/Competencies

• 3-5 years' experience in a customer success, account management, client engagement, or similar role

• Experience working with B2B clients (ideally professional services or regulated industries)

• Exposure to technology platforms, SaaS, or digital products is advantageous

• Excellent communication and interpersonal skills - able to engage and influence users at all levels

• Highly proactive and self-driven - comfortable taking initiative and driving outcomes

• Customer-focused mindset with a strong emphasis on user experience

• Problem-solving ability - able to handle issues calmly and identify practical solutions

• Relationship builder - able to build trust and credibility with users

• Adaptability and resilience - comfortable working in a fast-paced, evolving environment

• Collaborative approach - works effectively with cross-functional teams

• Commercial and engagement focus - understands the importance of driving usage and value.

Closing Date: Friday, 3 July 2026

We thank you for your interest in Blackhall Technologies LTD and your interest in this role. Due to the level of response required, only successful candidates who are shortlisted will be contacted.