What are the responsibilities and job description for the Workflow Consultant position at Reveal?
The Workflow Consultant is a critical client-facing role responsible for expert understanding of the Reveal platform to provide customer facing consultation and internal advice on product improvement strategies. A successful Consultant provides a superior client experience through their expertise and ability to make them comfortable performing their standard tasks inside Reveal. The Consultant works closely with Customer Success Managers during a new customer on-boarding process to provide prescribed workflow training and consultation. Additionally, Consultants aid the support team as second level escalation and also work with development on product features and roadmap.
Essential Duties & Responsibilities
- Constantly working in all platform modules to understand, develop, and refine the best processes for optimum customer experience when using Reveal.
- Meet with customers to analyze current workflows and provide advice and training to help improve their working abilities within the Reveal Platform
- Create articles and documentation regarding platform best practices and specific workflow designs for customer use.
- Provide feedback to the product team regarding platform enhancements and feature requests that will improve customer usage of Reveal Platform.
- Respond to workflow related support tickets in a timely manner.
- Utilize expertise to aid in educational programs for internal and external Reveal platform workflow/process training
- Contribute to strategic customer planning with regards to best practices for deploying Reveal technologies.
- Train current client team end-users on application usage.
- Work with Manager of Consulting Services to design and deliver excellent Customer Services.
Special Knowledge, Skills, Abilities and Training
- Excellent written and oral communication skills.
- Engaging personality and ability to engage others.
- Keen sense of attention to detail.
- Obsessive documentation practices.
- Experienced problem solver with follow-through on tasks.
- Seeker of excellence with unending pursuit of improvement.
- Unselfish team-player.
- Quickly learn and understand technology.
- History of client service/support in legal/electronic discovery industry.
Good to have but not a must:
- Basic knowledge and experience with MS-SQL.
- PMP or another Project Management certification
- ACEDS or another E-Discovery certification
Education & Experience
Education
- Degree in technology (computer science, information technology, etc.) or legal field (Paralegal, JD) or relevant experience.
Experience
- 3-5 years of experience in electronic discovery / legal industry.
This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.