Client Services Specialist
About The Position
This role sits on the front line of client delivery, supporting AmLaw 200 firms and Fortune 500 legal teams as they run their most complex cases on Syllo's platform. You will serve as the named CS account owner for an assigned portfolio of clients, managing case delivery end-to-end and working in close partnership with the Sales Account Director as a key member of the account team. We are looking for someone who knows the litigation lifecycle from the inside, owns their work without being told to, and remains composed when timelines compress and priorities shift. Prior experience as a paralegal, attorney, or litigation support professional is required.
Requirements
- Litigation lifecycle knowledge: You understand case assessment, document review, production, and privilege workflows from firsthand experience.
- Project ownership: You have run end-to-end delivery on a case, not just contributed to a team output.
- Client-facing composure: You communicate clearly with attorneys and partners under pressure, in writing and in person.
- Technology fluency: You have worked with at least one eDiscovery platform such as Relativity, Everlaw, or similar, and adopt new tools systematically.
- Operational rigor: Your work is documented, your deadlines are tracked, and your handoffs are complete.
- 4+ years of experience in a client-facing role, ideally in legal tech, litigation support, or a professional services environment.
- Background in litigation as an attorney, paralegal, or litigation support professional.
- Demonstrated ownership of end-to-end case delivery, not just contribution to a team outcome.
- Proficiency with project management and CRM tools such as Monday and HubSpot.
- High aptitude for learning new software tools and enthusiasm for AI-powered products.
Nice To Haves
- Relativity certification or equivalent preferred.
Responsibilities
- Serve as the named CS account owner for an assigned portfolio of clients, building trusted relationships and escalating proactively to CS leadership when clients are at risk.
- Work in close partnership with the Sales Account Director, maintaining a shared view of account status and consistent communication across the account team.
- Own end-to-end project management for active cases, including kickoffs, timelines, deliverables, client-facing status updates, and setting clear expectations on client-side dependencies.
- Handle client services requests including building searches, workspace organization, and executing AI-assisted reviews.
- Translate platform capabilities into case strategy. When an attorney asks what is possible, you have an answer.
- Work with the Data Services team on data needs, ensuring requirements are documented accurately before work begins.
- Identify and help resolve technical or workflow issues as they arise, escalating through the appropriate process when needed.
- Document case status, known issues, and handoff notes so work survives transitions. When handing off to another pod member, maintain active oversight to protect delivery quality and the client relationship.
- Develop deep expertise in the Syllo platform, capture and relay product feedback to the product team, and participate in product testing.
- Collaborate on internal CS documentation, process resources, and thought leadership on the use of AI in litigation.
Benefits
- Medical, dental, vision, and voluntary insurance options.
- Vacation, sick leave, and paid holidays.
- Access to benefit counselors and fitness class reimbursements.
- Annual learning and development budget.
- Real career growth in a fast-scaling organization.
- Competitive base salary + equity options.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
