As a Professional Services Consultant, you will play a critical role in delivering premium consultative implementation services, focusing on process design, workflow optimization, enhanced training, and product expertise for enterprise customers. You will be a trusted advisor, driving successful outcomes and fostering strong customer relationships through strategic guidance and advanced consulting engagements.
Roles and responsibilities:
- Serve as the primary resource for advanced services in eDiscovery Professional Services, offering strategic guidance on process design, workflow optimization, guided user acceptance testing, and implementation of best practices.
- Lead the creation and delivery of critical customer deliverables, including playbooks, requirements gathering, advanced consulting sessions, and customized workflows tailored to customer needs.
- Act as a subject matter expert on eDiscovery Legal Hold & In-Place Preservation, providing deep insights into workflows, best practices, and industry use cases.
- Educate both internal teams and customers on the evolving eDiscovery landscape, product functionality, and best practices.
- Deliver comprehensive training programs for internal teams and customers, focusing on industry trends, advanced product features, and customized use cases.
- Support onboarding of new team members, rapidly advancing their platform knowledge to ensure smooth and effective integration into their roles.
- Drive internal process improvements by identifying, documenting, and implementing best practices for team workflows and customer engagements.
- Collaborate with Customer Success Managers, Sales, and Product Teams to share actionable customer insights, advocate for product enhancements, and align solutions with customer needs and objectives.
- Act as a trusted escalation resource, resolving complex issues, de-escalating tense situations, and delivering expert guidance to restore customer confidence and satisfaction.
- Foster strong, collaborative relationships with customers by championing their success, driving adoption of tools, and delivering measurable value to ensure long-term satisfaction and retention.
About You:
- Deep knowledge of eDiscovery workflows, including legal hold, in-place preservation, and workflow optimization.
- Proven ability to deliver consultative services to enterprise customers, balancing technical expertise with strategic guidance.
- Strong communication and collaboration skills, with the ability to manage multiple priorities and stakeholder relationships.
- A proactive problem-solver with a customer-focused mindset, capable of managing escalations with confidence and delivering swift resolutions.
Skills and experience:
- 2-5+ years of relevant consulting and software solution implementation experience. Experience with business process management and implementing SaaS delivery models.
- Bachelor’s degree or equivalent experience.
- Experience consulting in a SaaS enterprise environment.
- E-Discovery industry experience.
- Excellent oral and written communication skills, responsiveness, and attention to detail.
- Ability to identify and resolve unique problems and navigate between details and strategic solutions.
- Ability to translate technical information for non-technical users.
- Proven presentation skills and experience presenting in-person and remotely.
- Ability to work in a fast-paced, constantly changing environment.
- Willingness to work on a flexible schedule to align with customers in different time zones in the US.
- High level of professionalism and positive customer-centric attitude.
- Willingness and ability to travel 10-20% of the time.
To apply, please visit us on our career page:
https://www.exterro.com/about/careers/Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon the successful passing of a background check.We believe in the importance of pay transparency and strive to create a fair and equitable workplace for all employees. As a remote first organization, our compensation reflects the cost of labor across several US geographic markets. The salary range for this remote position is $90,000-$115,000 per year, based on skills, experience and qualifications.
The actual offer will be based on the individual candidate. Exterro is a total compensation company, and this role may be eligible for variable pay, equity, bonus and/or other forms of compensation as part of the package. In addition, we offer a comprehensive benefits package that includes health insurance, retirement plans, flexible paid time off and more.Candidates are encouraged to discuss their salary expectations during the interview process. We are committed to ensuring that compensation aligns with market standards and is commensurate with the responsibilities of the role.
