Client Services Consultant

About Practice Evolve

At PracticeEvolve, we’re on a mission to reshape the legal tech industry and we want you to lead the charge with us. Our vision is audacious - to be the most valued legal tech company in the world. And we believe the key to achieving this lies in building a global community of like-minded individuals who share our unwavering passion for technology, innovation and client service.

Software with a Service is a big part of who we are. We are committed to making law firms successful by delivering software that is easy and intuitive to use and supported and serviced by great people. This commitment drives us to consistently elevate the standards of practice management software offered to law firms worldwide.

Our Mission

To empower our clients to be successful by delivering superior engineered products and services.

Our Values

Pride, Good Neighbour, Embrace the Evolution, Perfection Through Action, Unbreakable Belief

The role

The Client Services Consultant provides consultation and training for staff at all levels within a legal practice, including partners, fee earners, paralegals, support staff and other staff. The Client Services Consultants’ main duties involve providing both onsite and online consultation to our clients, as well as participating in the creation and maintenance of training and feature content. A key part of this role involves providing internal training and support to ensure our team have the knowledge required to thrive in their roles.

This role will focus on the training delivery of the productivity tools in our software used by fee earners, lawyers and legal administrators (such as matter and document management features). You will work in a project environment to facilitate successful implementation of our software to new clients.

What you’ll do:

- Delivery of training and consultation services to new and existing clients.
- Provide support to the sales team during the procurement of new sales.
- Host webinars and online training sessions.
- Support and contribute to the management of the client knowledgebase, training programs and the development of technical documentation, videos, training manuals and other company documentation.
- Support the design and delivery of employee learning courses, workshops and other trainings.
- Contribute to the testing of new software features and provide continued feedback to the Product Manager.
- Contribute to the continuous improvement in departmental processes, policies, business operations, quality control and adherence to them.
- Assist with establishing best practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.
- Travel between states may be required from time to time.

You’re a great fit if

To be part of our team you need to be intelligent, dedicated and determined to make a difference to the lives of the clients’ we serve each and every day. We’re looking for a full time Client Services Consultant who fires on all cylinders and faces challenges head on. We are looking for someone who has a positive, pro-active attitude, and who is excited about being part of a fast paced, growing, hard-working, vibrant, friendly, collaborative team.

Ideally, we are looking for an experience legal secretary or legal administrator that has worked within a law firm, is comfortable with technology and its power to streamline processes and might be looking to make a career change from the legal industry to legal technology.

Qualities we are looking for include:

- Experience in a legal environment with legal practice management software.
- Experience training employees on the policies and procedures of a law firm.
- Experience training employees on legal practice management software.
- Communication experience with senior lawyers, executives, associates and partners within a law firm.
- Strong customer focus is required.
- Superior oral and written communication skills.
- Exceptional analytical, conceptual and problem solving capabilities.
- Manage demands on multiple project simultaneously.
- Effectively prioritise and execute tasks in a high-pressure environment.
- Assess the skills of team members and ensure training is delivered to build skills.
- Proven success at designing and leading change to effect a transformation of service levels and customer satisfaction.

Your squad

As one of the largest departments at PracticeEvolve, our Client Services team offers plenty of opportunities to develop and progress your career, with varied career paths available within and outside of the team. Led by Leonie Johansen, the Client Services team is driven to continually innovate through collaboration and exchange of ideas, ensuring we focus on achieving success for both our clients and ourselves.

With a background in Legal Tech of over 12 years, Leonie prefers a people first collaborative approach to management where the team is set up to work as one, strong unit. L