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The MBD Systems Training and Adoption Manager is responsible for helping attorneys, Marketing & Business Development professionals, and other business professionals effectively use the firm’s MBD technology ecosystem to support client relationships, business development, opportunity management, and client growth.
Reporting to the Director, MBD Operations & Transformation, the Manager will lead the development and delivery of practical, role-based training and adoption programs for Salesforce CRM and other MBD technologies. This role will help users understand not only how to use the firm’s systems, but how to apply them effectively as part of their day-to-day business development and client relationship activities.
The Manager will work closely with MBD Operations, Business Development, Marketing, MBD Technology, Business Intelligence, and other stakeholders to translate technology capabilities, system enhancements, and MBD processes into clear workflows, training, communications, and resources that make technology easier to understand and use.
Success in this role requires a combination of strong technology aptitude, facilitation and communication skills, and an ability to engage users with varying levels of experience and confidence using technology. The successful candidate will be equally comfortable leading a firmwide training session, coaching an individual attorney, developing practical learning resources, and using feedback and adoption data to improve the user experience.
Key Responsibilities:
MBD Systems Training & Enablement
• Develop and deliver training programs for Salesforce CRM and other MBD technologies for attorneys, MBD professionals, and other business professionals across the firm.
• Design role-based learning experiences that reflect how different audiences use technology in support of their responsibilities and business development activities.
• Deliver training through a range of formats, including live sessions, virtual programs, small-group workshops, one-on-one coaching, office hours, onboarding, and self-service learning.
• Translate system functionality into practical, easy-to-understand workflows and use cases tied to client relationship management, opportunity development, business development planning, marketing activities, and client growth.
• Develop and maintain training materials, user guides, job aids, videos, FAQs, workflow documentation, and other resources that support users at different levels of proficiency.
• Provide ongoing coaching and support to attorneys and MBD professionals to strengthen confidence, reinforce effective usage, and integrate MBD technologies into day-to-day activities.
• Serve as a visible and accessible resource for users seeking guidance on how to effectively use MBD systems and workflows.
Adoption, Reporting & Continuous Improvement
• Monitor adoption, engagement, and utilization across MBD technologies and business processes.
• Analyze user feedback, training effectiveness, and usage trends to identify barriers to adoption and recommend targeted improvements to training, communications, workflows, or user support.
• Reinforce consistent CRM and MBD technology practices across the firm while recognizing the different needs and workflows of practices, offices, and user groups.
• Partner with Technology teams to develop reporting that measures adoption and business impact.
• Recommend enhancements to training programs, documentation, workflows, and communications that improve user experience and operational effectiveness.
• Support rollout and adoption of emerging technologies, including AI-enabled capabilities, as they become available.
This role requires 60% in office presence; remote work is permissible 40% of the time.
Qualifications:
• Bachelor's degree required.
• 7+ years of experience in Marketing & Business Development, business development operations, sales enablement, CRM enablement, marketing operations, or a related role within a law firm or professional services environment.
• Demonstrated understanding of Marketing & Business Development processes, attorney business development, client relationship management, CRM, and the opportunity lifecycle.
• Experience supporting implementation, adoption, or enablement of CRM platforms, relationship intelligence platforms, marketing technologies, or other business development systems.
• Experience developing and delivering training, communications, and enablement resources that translate business processes and technology into practical, user-friendly workflows for professional audiences. Ability to translate complex technologies, systems, and business processes into practical, user-friendly workflows and learning experiences.
• Strong project management, organization, and coordination skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication, facilitation, presentation, and stakeholder engagement skills.
• Analytical mindset with the ability to leverage data, user feedback, and adoption metrics to drive continuous improvement.

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