Product Configuration Consultant

• Details
  
  

Title: Product Configuration Consultant

Department: Customer Delivery Organization

Sub-Department: Customer Services

Reporting: Sr Manager, Customer Services [SF1] [MB2]

• About Casepoint
  
  

Trusted by leading corporations, government agencies, law firms, and legal service providers, Casepoint empowers organizations to maximize efficiency and reduce risk with its innovative legal discovery platform. Casepoint’s robust, cloud-based, highly scalable, and secure legal discovery platform was designed to easily manage increasingly complex litigation, investigation, and compliance needs, featuring cloud collections, data processing, advanced analytics, artificial intelligence, review, and production – all in an easy-to-use web interface. Casepoint platform represents the next generation of legal technology that will enable your organization to gain increased productivity, efficiency, and business results.

• Job Description
  
  

The Product Configuration Consultant serves as a key player within Casepoint’s Customer Services team. They are responsible for successfully managing assigned customer onboarding, value realization, and relationships through effective consulting and execution. Strong candidates will have the capability to translate customer business processes into the effective onboarding and configuration of Casepoint products across a variety of data discovery use cases (i.e. litigation, enforcement, investigations, legal hold, FOIA) that support the success of Casepoint customers.

• Key Responsibilities
• Conducting onboarding and discovery meetings for customers, understanding customer context and goals, and providing product information to best serve those goals.
• Assist customers with advanced technology capabilities such as but not limited to keyword searches, near-duplicate/email threading & advanced analytic (AI) searching.
• Design technical workflow and projections for customer success management meetings and executive business reviews
• Design playbook and best workflow procedures for Casepoint products
• Improve product adoption, and customer retention, and help foster positive customer relationships that create a loyal customer base
• Develop and adhere to properly documented projects, including customer workflows, roles and task management, estimations, and process improvements.
• Identify capabilities that could provide added value to customers and work with the Account Manager and Product Enablement to increase adoption
• Identify and document change requests through customer discovery sessions and engagement
• Make sure customers are educated on new/enhanced features that can improve their workflows
• Ensure exemplary customer service and communication management to all internal and external customers; proactively promote customer service throughout the department and among teams; respond to peer requests with recognition that request serves a customer need
• Analyze, capture, document and illustrate “as-is” and “to-be” business processes and best practices.
• Advise customers on the best application practices such as: application use cases, configuration optimizations, and instructional documentation.
• Configure, test, and implement business processes within the COTS application(s).
• Provide onsite/online application training as needed.
• Provide product demonstrations to support project milestones as well as to support sales team.
• Manage assigned project tasks in a timely manner and coordinate resources needed to complete tasks.
• Provide weekly reports/updates of assigned tasks and progress to project manager/management.
• Ensures downstream processes are considered during system enhancement/modification efforts
• Perform initial User Acceptance testing to ensure system changes meet defined requirements as well as providing feedback to Development/testing teams regarding test cases, scenarios, and scripts
• Collaborate with vendors, consultants, business, and IT personnel to achieve solutions to identified business needs
• Other duties as assigned.
• Requirements
• Passion for technology and for helping others to understand and use it
• A bachelor’s degree, or equivalent of 4 years’ professional experience
• Minimum 2 years customer-facing experience in the enterprise software space. Example experience includes but is not limited to the following functions: Implementation, Managed Services, Customer Success, Support, and Product Training. [SF3]
• Demonstrated experience in stakeholder management, relationship management, and software implementation
• Analytical, technology, and problem-solving skills to be able to identify, communicate, and troubleshoot technical issues
• Excellent verbal presentation skills and written communication skills
• Quick learner with strong multi-tasking skills
• Experience in self-training and developing expertise with new user-based technology
• Experience working directly with clients to achieve results
• Advanced knowledge of Microsoft Product Suite
• Must be available for occasional travel to support project or product promotion efforts
• Ability to obtain and maintain Public Trust or higher clearance
• US Citizenship (non-dual) required
• Preferred Qualifications
• Experience working with Government agencies
• Experience working with customer help desk or customer service tools
• Experience working with project management tools (Jira, Asana, SuiteProjects Pro)
• Strong experience in customer engagement with a SaaS company
• Demonstrated success in advancing client business outcomes through education and adoption
• Compensation & Culture
• Competitive salary commensurate with experience and education
• Tremendous potential for growth with the company
• Phenomenal company culture centered around vibes of:
• Create Community
• Build What Matters
• Own it to the Finish Line
• Stay Hungry
• Be Our Customer’s Champion
• Medical, Dental, and Vision Health Plans
• 401K plan with a matching program
• Location
  
  

We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: CA, CO, CT, D.C., FL, GA, MA, MD, MI, MN, NC, NH, NY, PA, TX, VA, WI.

If you live outside these states, unfortunately we’re not able to consider your application currently.

Casepoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.