POSITION SUMMARY

The Solutions Consultant is a critical client-facing role responsible for expert understanding of the Reveal 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 inside Reveal. The Consultant works closely with Customer Success Managers during new customer on-boarding process to provide prescribed workflow training and consultation. Additionally, Consultants aid the support team as second level escalation and additionally works with development on product features and roadmap.

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/electronic discovery industry.
• Previous use of CRM and job management platforms. Exp. Salesforce, JIRA etc.

Preferred:

• Basic knowledge and experience with MS-SQL.
• Knowledge of Windows Server or similar systems.
• Familiarity with cloud service providers, AWS/Azure etc.
• Understanding of compliance regulations, GDPR/ISO/SOC2.
• 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.
• 3-5 years of experience in electronic discovery / legal industry.
  This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

• Constantly working in all platform modules to understand, develop, and refine the best processes for optimum customer experience when using Reveal.
• Meet with customers to analyze current workflows and provide advice and training to help improve their working abilities within the Reveal 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 Reveal Platform.
• Respond to workflow related support tickets in a timely manner.
• Utilize expertise to aid in educational programs for internal and external Reveal platform workflow/process training
• Contribute to strategic customer planning with regards to best practices for deploying Reveal technologies.
• Collaborate with the Advanced AI team when required for customers for training or assisting in custom model creation.
• Train current client team end-users on application usage.
• Work with Director of Consulting Solutions to design and deliver an excellent Customer experience.