Solutions Consultant (UK) – eDiscovery

Our client, an expanding AI and eDiscovery software company, is looking for a Solutions Consultant to join their team. This position is fully remote in the United Kingdom. The Consultant will serve as the client’s platform expert and work closely with Customer Success Managers to onboard new clients. The role will also serve as a second layer of escalation and will work with the development team and advanced AI team on product features and roadmaps. The ideal candidate thrives on providing a superior client experience and enjoys creating thoughtful documentation on best practices and workflow design. Experience supporting law firms or corporate legal departments is highly desired; basic knowledge of MS-SQL is preferred. 

Position Summary
The Solutions Consultant is a critical client-facing role responsible for the expert understanding of our client’s platform to provide customer-facing consultation and internal advice on product improvement strategies.  A successful Consultant provides a superior client experience through their expertise and ability to make them comfortable performing their standard tasks. The Consultant works closely with Customer Success Managers during the new customer onboarding process to provide prescribed workflow training and consultation.  Additionally, Consultants aid the support team as second-level escalation and additionally work with the development of product features and roadmap.

Essential Duties & Responsibilities

  • Constantly working in all platform modules to understand, develop, and refine the best processes for optimum customer experience
  • Meet with customers to analyze current workflows and provide advice and training to help improve their working abilities within the platform
  • Create articles and documentation regarding platform best practices and specific workflow designs for customer use during on-boarding and throughout the customer life-cycle, and to assist in deflecting support tickets
  • Provide feedback to the product team regarding platform enhancements and feature requests that will improve customer usage of the platform
  • Respond to workflow-related support tickets in a timely manner
  • Utilize expertise to aid in educational programs for internal and external platform workflow/process training
  • Contribute to strategic customer planning with regards to best practices for deploying technologies
  • Collaborate with  team when required for customers for training or assisting in custom model creation
  • Train current client team end-users on application usage
  • Work with the Manager of Consulting Solutions to design and deliver an excellent customer experience

Special Knowledge, Skills, Abilities, and Training

  • Excellent written and oral communication skills
  • Engaging personality and ability to engage others
  • Keen sense of attention to detail
  • Obsessive documentation practices
  • Experienced problem solver with follow-through on tasks
  • Seeker of excellence with unending pursuit of improvement
  • Unselfish team-player
  • Quickly learn and understand technology
  • History of client service/support in the legal/electronic discovery industry

Good to have, but not a must

  • Basic knowledge and experience with MS-SQL
  • PMP or another Project Management certification
  • ACEDS or another eDiscovery certification

#LI-BH1

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