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.ResponsibilitiesAssisting users with all levels of questions ranging from basic product question to complex legal inquiriesBecoming an expert user of Lex Machina and providing guidance and training to usersProviding solutions to ensure client satisfaction via telephone, live chat, and e-mailActing as a voice-of-the-customer to the Product Engineering TeamEscalating product bugs or data issues to the appropriate teamsGathering and reporting on user insights, customer service trends, and product development suggestionsConducting occasional customer trainings on Lex Machina's basicsCollaborating with internal teams (e.g., sales, customer success, and engineering) to address customer feedback and improve the productMaintaining a high level of responsiveness in handling live chats, and email inquiries, ensuring prompt and thorough assistanceSkillsBA/BS requiredJD or MLS strongly preferred; equivalent legal industry knowledge and experience requiredBe able to work independently and as a team player while using professional judgmentExperience in a professional environmentExperience as attorney or in the legal field is required for this jobExperience handling stressful situations with patience and flexibilityPossess time management skills; ability to multi-taskPossess excellent customer-focus skillsExperience with communication and interpersonal skills; ability to write clearly and conciselyExperience in Microsoft Office, Google AppsExperience 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 wayFamiliarity with legal terminology and court processesAbility to adapt to new technology and software updatesDemonstrate strong analytical and critical thinking skills to assess client needs, and develop effective solutions that align with client goalsExperience working in a legal library or in a research roleFamiliarity with customer support processes and softwareExperience in writing knowledgebase articles, tutorial video production, or learning management systemsExperience with Zendesk or other customer support ticketing systemsExperience with legal analytics or litigation data platforms (e.g., Lex Machina, Westlaw)Experience conducting virtual training sessions for legal professionalsMust be willing to work 9-5 pm PSTBenefitsHealth Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefitsRetirement Benefits: 401(k) with match and an Employee Share Purchase PlanWellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off ProgramsShort-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital IndemnityFamily Benefits, including bonding and family care leaves, adoption and surrogacy benefitsHealth Savings, Health Care, Dependent Care and Commuter Spending AccountsUp to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choiceCompany OverviewLexisNexis is a data analytics company that provides information solutions and law legal databases to Law and corporate businesses. It was founded in 1970, and is headquartered in Albany, New York, USA, with a workforce of 10001+ employees. Its website is http://www.lexisnexis.com.



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