Implementation Consultant - Legal Solutions
The Implementation Consultant - Legal Solutions supports the Asia & Emerging Markets and is responsible for Implementation, Product Customer Success Management and delivery of Professional Services including training, Legal Operations consulting. This role provides deep industry, solution and product expertise to the sales process.
- Project manage the implementation process ensuring that Legal Tracker deployment is delivered on schedule, within budget and without unforseen user impact.
- Deliver Product Training to ensure optimum utilisation of Tracker
- Manage customers through the Hypercare / Burn-in period (6-8 weeks post deployment) before transitioning the account to the Global Service Centre
- Collaborate with Global Tracker teams to provide optimised global service delivery, support and delivery of 3 rd party integrations
- Establish and maintain genuine and productive long term customer relationships to resolve challenges clients are facing and improve the overall product experience
- Provide advice and consulting around Legal Tracker functionality and Legal Operations best Practice for the purpose of optimising the client experience Collaborates with AEM sales teams providing detailed tailored product demonstrations, assisting with qualifying opportunities, responding to RFIs / RFPs
- Collaborates with Market Development & Proposition team to provide market feedback about product requirements to support the Legal Tracker development roadmap
- Customer Advocacy - demonstrate genuine commitment to putting the customer at the centre of everything we do
Key Skills and Experience:
- Legal Qualification or equivalent experience working in Legal Operations.
- 3-5 years experience with e-billing / matter management systems & understanding of the needs and opportunities for legal department including systems and workflows, with ability to apply that knowledge across a portfolio of clients.
- 2-4 years experience working as a Project Manager or Coordinator
- Strong client-facing skills (communication, meeting and presenting to clients, ideally with experience dealing with similar types/levels of contact).
- Strong problem-solving skills, including an ability to think on your feet when faced with challenging questions in the sales environment.
- Consultative and problem-solving skills (client service and solution oriented).
- Ability to manage and identify priorities for multiple projects at the same time.
- Mandarin or Japanese language skills preferred but not essential
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