Client Service Delivery Analyst I

RELX • Home based-Texas, TX

2d • $44,500 - $74,100 • Remote

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.

Requirements

• Be able to work independently and as a team player while using professional judgment
• Write clearly and concisely
• 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
• Strong communication and interpersonal skills
• Experience in Microsoft Office, Google Apps

Nice To Haves

• Experience working in a legal library or in a research role
• Experience with legal research tools
• Familiarity with customer support processes and software
• Experience in writing knowledge base articles, tutorial video production, or learning management systems
• Skill with data analysis (gain insight into our customer support performance metrics and customer feedback)

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 primarily via email, with some live chat, and occasionally by telephone
• Covering various support channels through close of business Pacific Time
• 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 and collaborating with internal teams to address feedback
• Conducting occasional customer trainings on Lex Machina's basics

Benefits

• Comprehensive, multi-carrier program for medical, dental and vision benefits
• 401(k) with match and an Employee Share Purchase Plan
• 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
• Shared parental leave
• Study assistance
• Sabbaticals

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed