Client Success Technical UX/AI Associate

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.At Aderant, the "A" is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the "A". We bring the "A" to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.Our people are our strength.Role: Client Experience Technical UX/AI Associate (Client Experience Operations)Purpose & ImpactThe Client Success Technical UX/AI Associate supports the Client Success organization by executing foundational UX activities (journey mapping, usability testing, feedback analysis) and AI enablement tasks (content tagging, chatbot training, adoption tracking). This role is highly hands-on, ensuring that AI systems and UX practices are implemented consistently, while providing data and insights that enable leadership to improve the client journey.Location: Remote – accessible to ATLCore ResponsibilitiesUser Experience (UX) SupportAssist in creating and updating client journey maps (onboarding, adoption, renewal) using tools like Figma.Run basic usability tests (tactical steps of checking how users interact with a system, process, or tool) and collect internal and external feedback.Document user pain points and escalate findings.Support accessibility reviews to ensure tools and processes meet inclusion standards.Maintain visual and written artifacts for CX playbooks and training materials.AI Support & EnablementHelp configure and test AI chatbots and in-product guidance systems.Tag and structure knowledge base articles and FAQs for AI search optimization.Collect and analyze AI usage data (chatbot interactions, search queries, ticket deflection rates).Assist in training AI systems by reviewing, curating, and validating content accuracy.Provide first-level support for troubleshooting AI and UX tool issues.Operations & ReportingPrepare reports and visualizations on adoption metrics, AI usage, and UX feedback.Maintain CX documentation libraries ().Support Directors and Managers during journey workshops and AI rollout initiatives.Collaborate cross-functionally (Support, Product, Training) to collect insights for UX and AI improvements.Technical Skills & ToolsUX Skills (Foundational)Journey mapping tools: Figma (beginner-level).Usability testing basics and structured feedback collection.Awareness of human-centered design principles and accessibility.AI Skills (Entry-level / Hands-on)Exposure to AI chatbots (MS Copilot, ChatGPT).Knowledge of taxonomy, tagging, and content structuring.Ability to track and report on AI tool adoption metrics.Familiarity with predictive analytics concepts (basic interpretation, not design).General Technical CompetenciesDocumentation platforms: SharePoint, Articulate Rise.Reporting & visualization: Excel, Power BI, Salesforce, (basic dashboarding).Client success platforms: Gainsight, Gong, Salesforce, (end-user level).Goals & Success MetricsEnsure AI systems and KBs are consistently tagged and updated (accuracy >90%).Deliver journey maps and usability feedback for all new rollouts within deadlines.Track and report adoption metrics for tools and AI systems with >95% accuracy.Support AI chatbot training and maintain >80% resolution confidence. Organizational StructureThe Client Experience Technical UX/AI Associate is the builder & tester (tagging, mapping, running usability tests, pulling data) and reports to the Director, Client Experience Operations who (interprets findings, recommends improvements, ensures consistency, drives cross-functional compliance, defines ROI).