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.
- Assistcustomers 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 Casepointproducts
- 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.
- Identifycapabilities that could provide added value to customers and work with the Account Manager and Product Enablement to increase adoption
- Identifyand 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 practicessuch 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 salesteam.
- Manage assigned project tasksin a timely mannerand 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 teamsregardingtest cases, scenarios, and scripts
- Collaborate with vendors, consultants, business, and IT personnel to achieve solutions toidentifiedbusiness 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 experience in the enterprise software space. Example experience includes but is not limited to the following functions: Implementation, Managed Services, Customer Success, Support, and Product Training.
- Demonstrated experience in stakeholder management, relationship management, and software implementation
- Analytical, technology, and problem-solving skills to be able toidentify, communicate, and troubleshoot technical issues
- Excellent verbal presentation skills and written communication skills
- Quick learner with strong multi-tasking skills
- Experience in self-training and developingexpertisewith new user-based technology
- Experience working directly with clients to achieve results
- Advanced knowledge of Microsoft Product Suite
- Must be available for occasional travel to support project or product promotion efforts
- Ability to obtain andmaintainPublic Trust or higher clearance
- US Citizenship (non-dual)required
Preferred Qualification - Experience working with Government agencies
- Experience working with customer help desk or customer service tools
- Experience working with project management tools (Jira, Asana,SuiteProjectsPro)
- Strong experience in customer engagement with a SaaS company
- Demonstrated success in advancing client business outcomes through education and adoption
Work Location & Flexibility: Our headquarters are in Washington, D.C., and we are considering candidates located in the greater DC metro area.
