Harbor is seeking a Senior Consultant to join our 3E Managed Services team within our Legal Technology and Operations (LT+O) practice group. The Senior Consultant ensures successful client engagements and consistent client satisfaction in both production issue resolution and continual improvement tasks. The Senior Consultant will work closely with a team of skilled individuals from a variety of technical and professional backgrounds across multiple time zones. Providing an excellent customer experience is an integral part of this role. This is a position that can be hybrid from Bristol or London in the UK.
Job Duties and Responsibilities:
- Provide application guidance to clients and collaborate with users to achieve their business needs
- Analyze and resolve complex application and data integrity issues
- Perform train the trainer sessions on various business modules within the application
- Document processes and procedures as require by clients
- Prepare test cases and perform QA testing on application enhancements
- Gather requirements for application enhancements and collaborate on implementing them with technical team members
- Stay current with application releases
- Requirement for on-site visits should the need arise
- Report back and collaborate with senior MS management to address client or junior staff concerns
- Join senior MS management in new client pitches if requested
- Work with senior MS management to help secure future MS clients if requested
- Provide mentorship and guidance to more junior team members
- Contribute to the work of Managed Services, including:
- Serve as the primary point of contact for clients, addressing concerns, and resolving issues
- Build trusted relationships with clients to effectively support long term service and growth
- Ensure that services are delivered and client cases are updated in according to service level agreements (SLAs)
- Attend regular backlog review meetings
- Contribute to team Knowledge Base
- Provide best practices guidance and solutions based on business needs
- Work with cross-functional teams to delegate work as needed
- Attend client meetings
Experience, Education and Qualifications:
- Bachelor's degree in computer science, business administration, information systems or equivalent combination of experience and education
- 7+ years of related experience with responsibilities related to Legal Technology or Professional Services products and services
- 5+ years of experience in a customer-facing role
- Preferred experience in Elite 3E and/or experience in a law firm or legal services environment
- Preferred knowledge of SQL and Windows Operating System
- Intermediate level of experience dealing with collaboration and project tracking tools e.g. Jira and Confluence
- Strong analytical and problem-solving skills
- Ability to communicate effectively, verbally and in writing, with technical, business and management staff
- Ability to manage multiple deliverables in a fast-paced environment within a framework of constantly shifting priorities
- Excellent interpersonal skills with the ability to develop solid working relationships with colleagues and clients
- Flexibility to adapt to change and to learn and develop new skillsets as required
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 800+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.
Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.
