Client Relations Specialist

Do you enjoy building solid internal and external relationships resulting in growth?

Do you enjoy collaborating cross-functionally to deliver on common goals

As a Client Relations Specialist at Lex Machina, you'll work closely with customers to resolve issues and answer questions. You'll have a great chance to learn the business from scratch and understand the premier Legal Analytics™ product. This role is a member of the Product Engineering Team organization and as such will act as a bridge between the customers who use the product and the people who are building the product.

About our Team
 
Lex Machina fundamentally changes how companies and law firms compete in the business and practice of law. The company provides strategic insights on judges, lawyers, law firms, parties, and other critical information across dozens of federal practice areas and a rapidly growing number of state courts. Lex Machina allows law firms and companies to anticipate the behaviors and outcomes that different legal strategies will produce, enabling them to win cases and close business. Headquartered in Silicon Valley, Lex Machina is part of LexisNexis, a leading global provider of legal, regulatory, and business information and analytics. For more information, please visit www.lexmachina.com.

Location

Office located in San Jose, CA. If local, hybrid is available, otherwise will be part of our distributed remote team.

Responsibilities

• Assisting users with all levels of questions ranging from basic product question to complex legal inquiries

• Becoming an expert user of Lex Machina and providing guidance and training to users

• Providing solutions to ensure client satisfaction via telephone, live chat, and e-mail

• Acting as a voice-of-the-customer to the Product Engineering Team

• Escalating product bugs or data issues to the appropriate teams

• Gathering and reporting on user insights, customer service trends, and product development suggestions 

• Conducting occasional customer trainings on Lex Machina's basics

• Collaborating with internal teams (e.g., sales, customer success, and engineering) to address customer feedback and improve the product.

• Maintaining a high level of responsiveness in handling live chats, and email inquiries, ensuring prompt and thorough assistance.

Requirements

• BA/BS required

• JD or MLS strongly preferred; equivalent legal industry knowledge and experience required

• Be able to work independently and as a team player while using professional judgment

• Experience in a professional environment

• Experience as attorney or in the legal field is required for this job

• Experience handling stressful situations with patience and flexibility

• Possess time management skills; ability to multi-task

• Possess excellent customer-focus skills

• Experience with communication and interpersonal skills; ability to write clearly and concisely

• Experience in Microsoft Office, Google Apps

• Experience with legal research tools or legal analytics platforms (e.g., Lex Machina, Westlaw, LexisNexis, PACER)

• Ability to explain complex legal and technical concepts to both attorneys and non-attorneys in an accessible way

• Familiarity with legal terminology and court processes

• Ability to adapt to new technology and software updates

• Demonstrate strong analytical and critical thinking skills to assess client needs, and develop effective solutions that align with client goals

Preferred Qualifications

• Experience working in a legal library or in a research role

• Familiarity with customer support processes and software

• Experience in writing knowledgebase articles, tutorial video production, or learning management systems