Product Consultant

Reports To: Sr. Manager, Customer Services

The Product Consultant serves as a key player within Casepoint’s Customer Services team. They are responsible for successfully managing assigned customer onboarding, value realization, and relationships through effective consulting and execution. Strong candidates will have the capability to translate customer business processes into the effective onboarding and configuration of Casepoint products across a variety of data discovery use cases (i.e. litigation, enforcement, investigations, legal hold, FOIA) that support the success of Casepoint customers. 

What You’ll Do (Key Responsibilities):

• Conducting onboarding and discovery meetings for customers, understanding customer context and goals, and providing product information to best serve those goals.  
• Assist customers with advanced technology capabilities such as but not limited to keyword searches, near-duplicate/email threading & advanced analytic (AI) searching. 
• Design technical workflow and projections for customer success management meetings and executive business reviews  
• Design playbook and best workflow procedures for Casepoint products 
• Improve product adoption, and customer retention, and help foster positive customer relationships that create a loyal customer base  
• Develop and adhere to properly documented projects, including customer workflows, roles and task management, estimations, and process improvements.  
• Identify capabilities that could provide added value to customers and work with the Account Manager and Product Enablement to increase adoption  
• Identify and document change requests through customer discovery sessions and engagement  
• Make sure customers are educated on new/enhanced features that can improve their workflows  
• Ensure exemplary customer service and communication management to all internal and external customers; proactively promote customer service throughout the department and among teams; respond to peer requests with recognition that request serves a customer need 
• Analyze, capture, document and illustrate “as-is” and “to-be” business processes and best practices.  
• Advise customers on the best application practices such as: application use cases, configuration optimizations, and instructional documentation. 
• Configure, test, and implement business processes within the COTS application(s). 
• Provide onsite/online application training as needed. 
• Provide product demonstrations to support project milestones as well as to support sales team. 
• Manage assigned project tasks in a timely manner and coordinate resources needed to complete tasks. 
• Provide weekly reports/updates of assigned tasks and progress to project manager/management. 
• Ensures downstream processes are considered during system enhancement/modification efforts 
• Perform initial User Acceptance testing to ensure system changes meet defined requirements as well as providing feedback to Development/testing teams regarding test cases, scenarios, and scripts 
• Collaborate with vendors, consultants, business, and IT personnel to achieve solutions to identified business needs 
• Other duties as assigned.  

What You Bring to the Team:

• Passion for technology and for helping others to understand and use it 
• A bachelor’s degree, or equivalent of 4 years’ professional experience 
• Minimum 2+years customer-facing