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 (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.
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