[Hiring] Client Relations Specialist @RELX

Role Description

As a Client Relations Specialist at Lex Machina, you'll work closely with customers to resolve issues and answer questions. You'll have a great chance to learn the business from scratch and understand the premier Legal Analytics product. This role is a member of the Product Engineering Team organization and as such will act as a bridge between the customers who use the product and the people who are building the product.

Location: Applicants must be able to work regular Pacific Time business hours.

Responsibilities

• Assisting users with all levels of questions ranging from basic product questions to complex legal inquiries.
• Becoming an expert user of Lex Machina and providing guidance and training to users.
• Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone.
• Covering various support channels through close of business Pacific Time.
• Acting as a voice-of-the-customer to the Product Engineering Team.
• Escalating product bugs or data issues to the appropriate teams.
• Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback.
• Conducting occasional customer trainings on Lex Machina's basics.

Qualifications

• Be able to work independently and as a team player while using professional judgment.
• Write clearly and concisely.
• Experience in a professional environment.
• Experience as an attorney or in the legal field is required for this job.
• Experience handling stressful situations with patience and flexibility.
• Possess time management skills; ability to multi-task.
• Possess excellent customer-focus skills.
• Strong communication and interpersonal skills.
• Experience in Microsoft Office, Google Apps.

Preferred Qualifications

• Experience working in a legal library or in a research role.
• Experience with legal research tools.
• Familiarity with customer support processes and software.
• Experience in writing knowledge base articles, tutorial video production, or learning management systems.
• Skill with data analysis (gain insight into our customer support performance metrics and customer feedback).

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits.
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs.
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts.
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.

Commitment to Inclusion & Diversity

At LexisNexis Legal & Professional, part of RELX, we are deeply committed to inclusion and diversity (I&D), viewing it as a competitive advantage that enriches our work. Our Code of Ethics and Business Conduct reinforces this commitment, prohibiting discrimination and supporting fair hiring and career growth for individuals of all backgrounds, identities, and abilities.

Salary Range

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.