Professional Services Consultant

As a Professional Services Consultant, you will play a critical role in delivering premium consultative implementation services, focusing on process design, workflow optimization, enhanced training, and product expertise for enterprise customers. You will be a trusted advisor, driving successful outcomes and fostering strong customer relationships through strategic guidance and advanced consulting engagements.

 Roles and responsibilities:

• Serve as the primary resource for advanced services in eDiscovery Professional Services, offering strategic guidance on process design, workflow optimization, guided user acceptance testing, and implementation of best practices.
• Lead the creation and delivery of critical customer deliverables, including playbooks, requirements gathering, advanced consulting sessions, and customized workflows tailored to customer needs.
• Act as a subject matter expert on eDiscovery Legal Hold & In-Place Preservation, providing deep insights into workflows, best practices, and industry use cases.
• Educate both internal teams and customers on the evolving eDiscovery landscape, product functionality, and best practices.
• Deliver comprehensive training programs for internal teams and customers, focusing on industry trends, advanced product features, and customized use cases.
• Support onboarding of new team members, rapidly advancing their platform knowledge to ensure smooth and effective integration into their roles.
• Drive internal process improvements by identifying, documenting, and implementing best practices for team workflows and customer engagements.
• Collaborate with Customer Success Managers, Sales, and Product Teams to share actionable customer insights, advocate for product enhancements, and align solutions with customer needs and objectives.
• Act as a trusted escalation resource, resolving complex issues, de-escalating tense situations, and delivering expert guidance to restore customer confidence and satisfaction.
• Foster strong, collaborative relationships with customers by championing their success, driving adoption of tools, and delivering measurable value to ensure long-term satisfaction and retention.

About You:

• Deep knowledge of eDiscovery workflows, including legal hold, in-place preservation, and workflow optimization.
• Proven ability to deliver consultative services to enterprise customers, balancing technical expertise with strategic guidance.
• Strong communication and collaboration skills, with the ability to manage multiple priorities and stakeholder relationships.
• A proactive problem-solver with a customer-focused mindset, capable of managing escalations with confidence and delivering swift resolutions.

Skills and experience:

• 2-5+ years of relevant consulting and software solution implementation experience. Experience with business process management and implementing SaaS delivery models.
• Bachelor’s degree or equivalent experience.
• Experience consulting in a SaaS enterprise environment. 
• E-Discovery industry experience. 
• Excellent oral and written communication skills, responsiveness, and attention to detail.
• Ability to identify and resolve unique problems and navigate between …