Client Relations Specialist

Reed Technology • Prior Lake, OH

9d • $56,200 - $98,600 • Hybrid

About The Position

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 Experience with Zendesk or other customer support ticketing systems Experience with legal analytics or litigation data platforms (e.g., Lex Machina, Westlaw) Experience conducting virtual training sessions for legal professionals Must be willing to work 9-5 pm PST Work in a way that works for you We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals. Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working for you We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: - Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits - Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan - Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs - Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity - Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits - Health Savings, Health Care, Dependent Care and Commuter Spending Accounts - Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice Commitment to Inclusion & Diversity At LexisNexis Legal & Professional, part of RELX, we are deeply committed to inclusion and diversity (I&D), viewing it as a competitive advantage that enriches our work. Our Code of Ethics and Business Conduct reinforces this commitment, prohibiting discrimination and supporting fair hiring and career growth for individuals of all backgrounds, identities, and abilities. Our teams span the globe, uniting varied cultures and ideas to tackle complex issues for customers. As we strengthen our inclusive culture, our hiring managers and I&D talent networks work diligently to reduce bias and recruit diverse talent worldwide. Learn more about how we’re fostering a culture of inclusivity here (https://www.lexisnexis.co.uk/insights/advancing-what-s-possible-through-inclusion-and-diversity/index.html). About the Business LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services. Salary Range To be added when data can be disclosed. Primary Location Base Pay Range: Home based-Ohio $56,200 - $93,700. U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and preventing bribery and corruption within their supply chains. We partner with leading global associations and customers to help collect evidence against war criminals and provide tools to combat human trafficking. We endeavour to advance the rule of law across the world.Our teams are combining unparalleled legal and business information with analytics and technology to advance what’s possible for the way our customers work and to advance what’s possible in the world by strengthening the rule of law.

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

Nice To Haves

• 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
• Experience with Zendesk or other customer support ticketing systems
• Experience with legal analytics or litigation data platforms (e.g., Lex Machina, Westlaw)
• Experience conducting virtual training sessions for legal professionals
• Must be willing to work 9-5 pm PST

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.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level