Product Consultant

Casepoint LLC; Washington (District of Columbia); On-site; USD 99,000 - 119,000; Full time

Job summary

Casepoint LLC in Washington, D.C. is seeking a full-time Product Consultant to manage customer onboarding and enhance relationships. The role involves providing product information, conducting training, and ensuring excellent customer service throughout various projects.

The ideal candidate has a Bachelor’s degree or equivalent experience, along with strong analytical and customer management skills. Join us to make an impact in the enterprise software space.

Qualifications

• 2+ years customer-facing experience in enterprise software.
• Experience in stakeholder and relationship management.
• Passion for technology and helping others.

Responsibilities

• Conduct onboarding and discovery meetings for customers.
• Ensure exemplary customer service and communication management.
• Configure, test, and implement business processes.

Skills

Customer-facing experience

Analytical skills

Problem-solving skills

Verbal presentation skills

Written communication skills

Advanced knowledge of Microsoft Product Suite

Education

Bachelor's degree or equivalent of 4 years’ professional experience

Tools

Jira

Asana

Customer service tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Product Consultant

Full-time

5 days ago Requisition ID: 1158

Salary Range: $99,000.00 To $119,000.00 Annually

Product Consultant

Reports To: Sr. Manager, Customer Services

TheProduct Consultantserves as a key player within Casepoint’sCustomer Servicesteam.They are responsible for successfully managing assigned customer onboarding, value realization, and relationships through effective consulting and execution. Strong candidates will have the capability to translate customer business processes into the effective onboarding and configuration of Casepointproductsacross a variety of data discovery use cases (i.e. litigation, enforcement, investigations, legal hold, FOIA)thatsupport the success of Casepoint customers.

What You’ll Do (Key Responsibilities):

• Conducting onboarding and discovery meetings for customers, understanding customer context and goals, and providing product information to best serve those goals.
• Assistcustomers with advanced technology capabilities such asbut not limited tokeyword searches, near-duplicate/email threading & advanced analytic (AI) searching.
• Design technical workflow and projections for customer success management meetings and executive business reviews
• Design playbook and best workflow procedures forCasepointproducts
• Improveproduct adoption, and customer retention, andhelpfoster positive customer relationships that create a loyal customer base
• Develop and adhere to properly documented projects, including customer workflows, roles and task management, estimations, and process improvements.
• Identifycapabilities that could provide added value to customers and work with the Account Manager andProductEnablement to increase adoption
• Identifyand document change requests through customer discovery sessions and engagement
• Make sure customers are educated on new/enhanced features that can improve their workflows
• Ensure exemplary customer service and communication management to all internal and external customers; proactively promote customer service throughout the department and among teams; respond to peer requests with recognition that request serves a customer need
• Analyze, capture, document and illustrate “as-is” and “to-be” business processes and best practices.
• Advise customers onthe best applicationpracticessuch as:application use cases, configuration optimizations, and instructional documentation.
• Configure, test, and implement business processes within the COTS application(s).
• Provide onsite/online application training as needed.
• Provide product demonstrations to support project milestones as well as to support salesteam.
• Manage assigned project tasksin a timely mannerand coordinate resources needed to complete tasks.
• Provide weekly reports/updates of assigned tasks and progress to project manager/management.
• Ensures downstream processes are considered during system enhancement/modification efforts
• Perform initial User Acceptance testing to ensure system changes meet defined requirements as well as providing feedback to Development/testing teamsregardingtest cases, scenarios, and scripts
• Collaborate with vendors, consultants, business, and IT personnel to achieve solutions toidentifiedbusiness needs
• Other duties as assigned.

What You Bring to the Team:

• Passion for technology and for helping others to understand and use it
• A bachelor’s degree,orequivalentof 4 years’professionalexperience
• Minimum2+yearscustomer-facingexperiencein theenterprise softwarespace.Exampleexperienceincludesbutisnot limited tothe following functions: Implementation, Managed Services,Customer Success, Support,andProduct Training.
• Demonstrated experience in stakeholder management, relationship management, and software implementation
• Analytical, technology, and problem-solving skills to be able toidentify, communicate, and troubleshoot technical issues
• Excellent verbal presentation skills and written communication skills
• Quick learner withstrong multi-tasking skills
• Experience in self-training and developingexpertisewith new user-based technology
• Experience working directly with clients to achieve results
• Advanced knowledge of Microsoft Product Suite
• Must be available for occasionaltravel to support project or product promotion efforts
• Ability to obtain andmaintainPublic Trust or higher clearance

Preferred Qualification

• Experienceworking withGovernmentagencies
• Experience working with customer help desk or customer service tools
• Experience working with project management tools (Jira, Asana,SuiteProjectsPro)
• Strong experience in customerengagement with a SaaS company
• Demonstrated success in advancing client business outcomes through education and adoption

Work Location & Flexibility:

Our headquarters are in Washington, D.C., and we are considering candidates located in the greater DC metro area.

About Casepoint:

Casepoint empowers government agencies and enterprises to discover, secure, and activate defensible insights with confidence across their most critical legal, regulatory, and compliance workflows. From global enterprises to major federal agencies, including the Department of War, organizations rely on Casepoint to unify legal hold, eDiscovery, investigations, FOIA, regulatory, and compliance response together in one secure platform.

Built on an award-winning, cloud-native foundation with FedRAMP® High and DOD Impact Levels 5 (IL5) and 6 (IL6) authorizations, Casepoint combines purpose-built workflows with transparent, auditable AI and advanced analytics to help teams move faster, reduce risk, and maintain control under scrutiny. Through long-term partnership and responsive support, Casepoint works alongside customers to strengthen operations over time, ensuring lasting control, custody, and confidence in their data. For more information, visit www.casepoint.com .

Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic.