Client Success Technical UX/AI Associate

Atlanta, GA

Full-time

Onsite

New Grad, Entry Level

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations. The Client Success Technical UX/AI Associate supports the Client Success organization by executing foundational UX activities and AI enablement tasks, ensuring consistent implementation and providing insights to improve the client journey.

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Responsibilities

Assist 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.
Help 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.
Prepare 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.

Qualification

Required

Assist 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.
Help 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.
Prepare 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.
Journey mapping tools: Figma (beginner-level).
Usability testing basics and structured feedback collection.
Awareness of human-centered design principles and accessibility.
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).
Documentation platforms: SharePoint, Articulate Rise.
Reporting & visualization: Excel, Power BI, Salesforce, (basic dashboarding).
Client success platforms: Gainsight, Gong, Salesforce, (end-user level).
Ensure 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.