Client Services Specialist
About The Position
The Client Services Specialist is a client-facing role at the intersection of litigation workflow and AI, supporting AmLaw 200 firms and Fortune 500 legal teams using Syllo’s platform. The specialist serves as the named Customer Success account owner for an assigned client portfolio, managing case delivery end-to-end and partnering closely with the Sales Account Director. The role requires firsthand litigation experience and the ability to take ownership, stay composed under pressure, and adapt as timelines and priorities change. The specialist manages active case projects, handles client service requests, advises attorneys on platform workflows, coordinates data requirements, and helps resolve technical or workflow issues. They also document case status and handoffs, develop deep platform expertise, share product feedback, participate in testing, and contribute to internal Customer Success resources and thought leadership on AI in litigation.
Requirements
- At least 4 years of experience in a client-facing role.
- Background in litigation as an attorney, paralegal, or litigation support professional.
- Firsthand knowledge of litigation workflows, including case assessment, document review, production, and privilege workflows.
- Demonstrated ownership of end-to-end case delivery.
- Ability to communicate clearly with attorneys and partners under pressure, in writing and in person.
- Hands-on experience with at least one eDiscovery platform, such as Relativity or Everlaw.
- Proficiency with project management and CRM tools such as Monday and HubSpot.
- Strong aptitude for learning software tools and enthusiasm for AI-powered products.
- Strong operational rigor, including documenting work, tracking deadlines, and completing handoffs.
Nice To Haves
- Experience in legal technology, litigation support, or a professional services environment.
- Relativity certification or equivalent.
Responsibilities
- Serve as the named Customer Success account owner for an assigned portfolio, build trusted client relationships, and proactively escalate at-risk accounts to Customer Success leadership.
- Partner with the Sales Account Director to maintain a shared view of account status and consistent communication across the account team.
- Manage end-to-end project delivery for active cases, including kickoffs, timelines, deliverables, client-facing status updates, and expectations for client-side dependencies.
- Handle client services requests, including building searches, organizing workspaces, and executing AI-assisted reviews.
- Advise attorneys on workflows by translating platform capabilities into case strategy.
- Coordinate with the Data Services team and accurately document data requirements before work begins.
- Identify and help resolve technical or workflow issues, escalating through the appropriate process when needed.
- Document case status, known issues, and handoff notes, and maintain oversight during handoffs to protect delivery quality and client relationships.
- Develop deep expertise in the Syllo platform, relay product feedback to the product team, and participate in product testing.
- Collaborate on internal Customer Success documentation, process resources, and thought leadership on AI in litigation.
Benefits
- Competitive base salary and equity options.
- Medical, dental, vision, and voluntary insurance options.
- Vacation, sick leave, and paid holidays.
- Access to benefit counselors.
- Fitness class reimbursements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
