Practice Innovation Product Support Specialist

2 weeks ago


London, United Kingdom Ryder Reid Legal Full time

Job Reference: JO0000003777
- Date Posted: 9 February 2023
- Recruiter: Ryder Reid Legal
- Location: City of London, London
- Salary: On Application
- Sector: I.T.
- Job Type: Permanent
- Work Hours: Full Time

Exciting new opportunity to join the London office of a growing US law firm as a Practice Innovation Services Product Support Specialist. The Practice Innovation Services Product Support Specialist will perform first-level support and product management functions for a new online service offering. This role is an integral part of the KM team and works closely with Research Services, Information Governance, Client Service, User Experience and Legal Training & Development.

Primary responsibilities include, but are not limited to:

- Interact with outside developers, clients and their teams of attorneys and legal support staff, IS and KM team members to help them with their questions regarding use of the platform
- Assist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users' issues
- Understand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experience
- Help develop and implement a customer success plan to better serve the firm's users at scale which might include knowledge, training, marketing, and customer success tactics
- Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures
- Assist with coordination of training, support, documentation and resource material in support of processes and systems
- All other duties as assigned or required



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