The Legisway Project & Program Specialist is a member of the Legisway Customer Support team and will demonstrate a combination of account management, technical support and project/program management skills. The Specialist provides migration and account management services to Legisway customers as they transition to the new Legisway product application. They represent the voice of the customer and are dedicated to customer success through the migration project.
Legisway solutions contribute to the major performance and productivity challenges of Corporate Legal Departments through a set of modules enabling them to manage their business activities: contract management, compliance, litigation, intellectual property and corporate entity management.
LOCATION – Minneapolis, MN or remote (preferably in Midwest region)
Essential Duties and responsibilities
This specialist has a holistic view of customer expectations, business requirements, and challenges related to their business and the migration. The Specialist takes overall accountability and is responsible for managing and leading customer support services for specific customers during the migration process, overseeing execution, with a strong focus on customer satisfaction.
Reporting to the Legisway Product Owner/Product Manager, the Specialist will work closely with IT Consultants (both in the US and Europe), Account Managers, Product Management, Legisway Support and Clients. This individual demonstrates excellent communication and organizational skills, as well as a strong focus on customer delight. The Specialist also will act as the backup for the US Legisway Support team essential duties and responsibilities include:
Assist Legisway clients and technical consultants with migration to the new Legisway platform.
Be the point of contact for clients and consultants, answering all questions about configuration settings during the migration phase and immediately thereafter.
Advocate for client to ensure that final migrated solution meets client’s expectations.
Provide clear and comprehensive reporting on migration project status.
Contribute to the overall level of client satisfaction
Assist US based team with with coverage and client support
Work with cross functional teams (product, editorial, sales, marketing, operations) to drive these initiatives/migrations to execution
The following skills/responsibilities are also part of the role:
Be the first point of contact for escalation/Manage escalations
Ensure customer business needs are met
Act as US point of contact for European migration team
Manage customer expectations, risks, and issues
Achieve high customer satisfaction
Build relationships within Client organization related to the Legisway solution
Participate in Client and technical meetings
Monitor and audit day to day progress of migration, keeping client informed and managing expectations
Positively influence and add value to existing customer experience and coordinate with account management and support teams
Consulting mentality—extracting insights from very complex and/or limited information to make a recommendation to stakeholders
Innovative mindset: willingness to try creative and different ways of accomplishing work.
Strong interpersonal interaction with clients and internal partners: ability to work within a client and/or team environment for planning and execution on strategies.
Proactively anticipate scenarios, identify potential issues, and design solutions.
Manage competing and changing demands.
Demonstrate good and clear verbal and written communication
Professionally interact with people, both internal and external to the organization
Results-oriented; able to take concepts and ideas through from implementation to action.
Present and convey ideas, clearly articulate points of view and influence outcomes.
Listen, respond, and summarize customer concerns and suggestions.
Bachelor’s degree required. Computer Science, MBA, or JD preferred.
3 years’ working in a customer facing role leading such as leading customer engagements
1 year project or program management experience
B2B experience in a SaaS environment
Experience in customer consulting; assessing needs and developing effective solutions
Intermediate knowledge of MS Office, Web based applications, and technology support
Experience with product implementations or migrations.
Experience with transformational projects is strongly desired
Experience working with matrix environment
Other Knowledge, Skills, Abilities or Certifications:
Balance of business acumen and technical understanding
Strong organizational and time management skills
Work independently and in a team environment
Strong analytical skills with the ability to translate business requirements into actionable an attention to detail.
Strong interpersonal skills and effective verbal and written communication skills
Demonstrated ability to lead cross-functional projects through influence and communication towards coordinated task completion.
Excellent time management skills to simultaneously drive on-time execution of multiple projects.
Collaborative and effective decision maker.
Experience working with corporate legal departments preferred
Experience working with c-level executives preferred