KM Client Product Success Analyst

2 weeks ago

Greenville, United States Ogletree Deakins Full time

Position Summary:

Ogletrees Knowledge Management department has an opportunity for a KM Client Product Success Analyst to join the KM Client Solutions (KMCS) team which is part of KM Innovation & Solutions. The primary role of the Client Product Success Analyst is to provide excellent client support (e.g., onboarding users, billing, user ids, passwords, subscription levels, requests to talk to an attorney, etc.) for the firms client-facing solutions. This requires sound judgment and discretion, and a solution-oriented, client-focused mentality when responding to clients and Ogletree attorneys to determine the most effective escalation path to quickly resolve issues or concerns. This position will require a strong commitment to client service as well as the ability to effectively team and influence people across the firm to manage complex requests. As client solutions grow in significance and complexity, the role of the Client Product Success Analyst will become increasingly important and critical and may include researching solutions, process improvement, engagement tactics, etc. This position may be remote, but the successful candidate must reside in a state where the firm has a physical office.

Essential Functions:
  • Work across firm departments to carefully manage client-facing solutions requests to resolution to satisfy and delight clients and Ogletree Attorneys and colleagues.

Client Solutions:

  • Manage requests related to subscriptions and ensure that firm products/subscriptions are billed correctly and promptly including overseeing records of client purchases, subscriptions, and payments
  • Serve as the primary resource for clients and Ogletree attorneys who want more information about firm products, including independently answering questions about offerings and pricing
  • Provide first-level customer support for Ogletree attorneys and clients with questions about products, orders, invoices, content requests, and account management.
  • Provide product maintenance (e.g., adding updates, keeping correct user lists, formatting/proofreading)
  • Collaborate with vendors, team members, and other departments in the firm to find and implement product improvements and troubleshoot issues
  • Work closely with the KMCS Manager and Senior Manager to create and send account management/subscriptions communications
  • Create and share data reporting on subscriptions including key observations and recommendations
  • Manage users (e.g., add/remove/update users)
  • Create and implement product sunset plans as needed including archive plans, knowledge transfer, communications, and transition of users
  • Collect feedback, analyze client requests, and use insights and analytics to find trends and potential impacts to the portal and/or processes

General:

  • Create, update and maintain information for the knowledge base including keeping FAQs (Frequently Asked Questions)
  • Support client solution initiatives as needed
  • Cross-train team members
  • Performs other duties as assigned
Requirements:
  • Four-year college/university degree or equivalent experience
  • Experience collaborating and influencing internal stakeholders
  • Proficient in Microsoft applications
  • Exceptional computer/technical skills with a demonstrated aptitude for learning new technologies quickly
  • Proficient in common project management tools, such as Tasks/Planner, Smartsheet
  • Outstanding written and verbal communication skills; ability to present to diverse audiences.
  • Strong understanding of technology and digital products
  • Analytical experience in interpreting user metrics
  • Ability to exercise good business judgment and make well-reasoned independent decisions
  • 3+ years working in professional services
  • Highly accountable, self-driven, highly motived, and innovative
  • Problem-solving mentality, experience using internal and/or external resources, conflict resolution, and follow-through
  • Ability to manage time effectively to meet critical deadlines
  • Ability to remain calm under pressure
  • Familiarity with Project Management techniques as well as completing and interpreting project-related documentation

Please note, we are not working with outside recruiters for this position.

Benefits:

In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary range for this Colorado position is between $64,350 and $78,650. In accordance with New York Citys Wage Transparency Law, the expected salary range for this New York City position is between $63,900 and $78,100. In accordance with Californias amended labor code as stated in Senate Bill 1162, the expected salary range for this California position is between $59,800 and $94,820. In accordance with the Washington Equal Pay and Opportunities act, the expected salary range for this Washington position is between $66,060 and $80,740. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law. This position qualifies for the benefits below. The application deadline for this position is June 14th, 2024.

Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Paid Sick Leave, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Teladoc (24/7 access to a doctor by phone or online video), Tuition Reimbursement and an Employee Assistance Program.

Firm Overview:

Ogletree Deakins is one of the largest labor and employment law firms representing management in all types of employment-related legal matters. Premier client service, as outlined in the firms Client Pledge, is one of the firms top priorities and a cornerstone of its core values. Best Law Firms has named Ogletree Deakins a Law Firm of the Year for 13 consecutive years. In the 2024 edition, the publication named Ogletree Deakins its Law Firm of the Year in the Employment Law - Management category. Ogletree Deakins has more than 950 attorneys located in 54 offices across the United States and in Europe, Canada, and Mexico. The firm represents a diverse range of clients, including many of the Fortune 50 companies in the U.S.
We are fully committed to the importance of diversity within the legal profession, as well as all workplace environments and strongly encourage the interest of diverse candidates in the firm.
Equal Opportunity Employer.

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