Client Relations Specialist
Lex Machina, part of LexisNexis, is a leader in Legal Analytics™, providing strategic insights for law firms and companies. As a Client Relations Specialist, you will assist customers with product inquiries, ensure client satisfaction, and collaborate with internal teams to enhance the product based on 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 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
Skills
- 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
- 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
Benefits
- 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
Company Overview