Optimization Support

Role Summary

The Optimization Support role provides hands-on support to the Implementation and Managed Services teams, helping ensure that customer legal tech tool setups run smoothly and continue to improve over time. Working with initial direction from the Optimization Consultant, this specialist independently owns assigned support tasks, troubleshoots and resolves issues, and identifies opportunities to optimize existing workflows and automations.

This role is ideal for someone hands-on with legal-tech platforms and CRMs, comfortable with data and automation work, and able to operate autonomously once given direction. A consulting mindset - always looking for ways to improve a client’s process, not just fix what’s broken - is central to success here.

Key Responsibilities

Provide ongoing support for customer configurations, resolving issues and requests accurately and on time

Troubleshoot and diagnose problems across data models, permissions, automations, workflows, and reports

Configure and adjust automations, workflows, permissions, reports/dashboards, and document templates

Support data-related tasks, including mapping and cleanup of legacy data

Identify and recommend improvements to existing workflows and automations (optimization focus)

Communicate directly with clients to gather requirements, clarify issues, and confirm resolutions

Log and manage client requests as tickets via email and internal platform support channels

Keep the case management system accurate and up to date

Support the delivery team with documentation, milestone tracking, meeting notes, and system updates

Attend project and support meetings, taking on increasing ownership as experience grows

Required Qualifications

1-3 years of relevant experience in a CRM, legal tech, or platform support/implementation role

Hands-on experience with legal tech tools (Filevine) or demonstrated hands-on CRM experience (e.g., Salesforce administration or similar)

Experience configuring or working with automations

Intermediate Excel skills (formulas, lookups, data cleanup, basic pivot tables)

Strong problem-solving skills and the ability to work autonomously with minimal supervision

Demonstrated adaptability - comfortable learning new tools and adjusting to changing priorities

Bilingual proficiency in English and Spanish (written and verbal), required for direct client communication

Clear, reliable communication and strong attention to detail

Preferred / Nice to Have

Demonstrated ability to learn new tools quickly

Experience with data migration or mapping from legacy systems

Familiarity with reporting and dashboard configuration

Experience with additional automation tools

Experience as a Paralegal or knowledge of the legal case life cycle

The specialist is expected to continually build knowledge of:

Product & Process Knowledge (Growth Areas)

Product functionality, configuration options, and integrations

Implementation and support processes

Industry and customer use cases

What Success Looks Like

Support tasks and requests resolved on time and within scope

Issues consistently resolved with minimal need for escalation

Proactive identification of risks and optimization opportunities

Low rework and reliable, repeatable delivery quality

#J-18808-Ljbffr