Job Details

Workflow Consultant (VENDOR)

Chicago, IL, United States
  • Employment Type: Direct Hire
Our client, an expanding AI and e-discovery software company, is looking for Workflow Consultants to join their team. This position will be based out of the Chicago office. This critical hire must have a strong background working with e-discovery software platforms in order to provide customer-facing consultation and to facilitate product improvement strategies internally. The successful consultant must provide an excellent client-facing experience by actively communicating in a timely manner, meeting deadlines, and providing clients with e-discovery strategies and guidance across the areas of data collection, early case analysis, processing, review, predictive coding, production, and more. The Workflow Consultants must have experience supporting both law firms and corporate legal departments. Candidates with basic knowledge and understanding of MS-SQL will be considered first. Send resumes to [email protected].

Description:

The Workflow Consultant is a critical client-facing role responsible for expert understanding of the 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 a new customer on-boarding process to provide prescribed workflow training and consultation.  Additionally, Consultants aid the support team as second level escalation and also work with development on product features and roadmap.

Essential Duties & Responsibilities:     
  • Constantly works in all platform modules to understand, develop, and refines the best processes for optimum customer experience when using product
  • Meets with customers to analyze current workflows and provide advice and training to help improve their working abilities within the platform.
  • Creates articles and documentation regarding platform (including e-discovery) best practices and specific workflow designs for customer use.
  • Provides feedback to the product team regarding platform enhancements and feature requests that will improve customer usage of platform.
  • Responds to workflow related support tickets in a timely manner.
  • Utilizes expertise to aid in educational programs for internal and external platform workflow/process training.
  • Contributes to strategic customer planning with regards to best practices for deploying technologies.
  • Trains current client team end-users on application usage.
  • Works with Manager of Consulting Services to design and deliver excellent customer service.
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 Legal and/or eDiscovery technology.
Bonuses:
  • Some experience in e-Discovery/Legal industry
  • Basic knowledge and experience with MS-SQL
  • PMP or another Project Management certification
  • ACEDS or another e-Discovery certification
  • Education & Experience:
  • Degree in technology (computer science, information technology, etc.) or legal field (Paralegal, JD) or relevant experience
#LI-SR1

 

Interested in this job? Get in touch.

(Accepted file formats are PDF, DOC, DOCX, TXT, RTF, ODT. File size maximum is 2 MB.)