Client Associate - (Bellevue, WA)

Client Associate Job summary: Client Associates provide ongoing product support and training to users and participate in the ongoing improvement of product trainings, tutorials and support. The support team is a group of legal and technical professionals dedicated to providing expert level product support to corporate legal departments and law firms. The perfect applicant is a problem solver who is motivated by customer success. Responsibilities: * Provide support, primarily via phone and email, to product users (often involving complex issues and functionality) * Conduct user training sessions * Troubleshoot and test customer-reported product defects and issues * Track and manage support activities * Identify and escalate issues to appropriate internal personnel * Advise users on best-practices * Work cross-functionally with other teams to ensure customer satisfaction * Ensure customer retention and satisfaction * Identify process opportunities, and develop and improve processes for trainings, support