Senior Consultant, RelOne Managed Svcs

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals.   We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success.  We grow together and are stronger together. 

What’s unique about this role?

RelativityOne Managed Services is a rapidly growing offering from Lighthouse that provides Infrastructure as a Services (IaaS) to customers around the globe ranging from Fortune 50 household names to boutique law firms. Using innovative technology and backed by global eDiscovery leader Lighthouse, RelativityOne Managed Services delivers exceptional simplicity, power, and efficiency in a multi-billion-dollar market. 

The Senior Consultant advises and can train and support clients with end-to-end eDiscovery processes within RelativityOne, encompassing matter administration, data processing, review workflows, analytics, troubleshooting, and productions. They provide expert-level support to clients, ensuring effective case management, defensible workflow optimization, and issue resolution. This role includes system administration, automation, reporting, and user training while adhering to security, compliance, and performance best practices. The Senior Consultant collaborates with internal teams and clients to improve RelativityOne usage, drive innovation, and support complex legal workflows.

What will this person do?

Training, Onboarding, and Consultation:

• Provide subject matter expert-level support and consultation on best practices for RelativityOne workflows.
• Train and support internal teams and clients on RelativityOne features and functionality.
• Act as lead when needed for the team of support professionals dedicated to Lighthouse RelativityOne Managed Services.
• Provide sales support, marketing support, and play a role in enterprise client acquisition and POC initiatives. Key liaison and customer advocate, ensuring customer needs are observed and fulfilled, between the customer; first tier customer support representatives; and various Lighthouse business units including Service Delivery, Finance, IT (Information Technology), and Product Development.
• Responsible for ensuring customers are utilizing Lighthouse RelativityOne Managed Services Support offerings appropriately and identifying when the customer experience requires migrating the customer to a different offering within Lighthouse. 

Execution and implementation:

• Oversee and execute the end-to-end eDiscovery lifecycle processes within RelativityOne, including data ingestion, processing, review management, analytics, and productions.
• Troubleshoot technical and workflow-related issues, collaborating with internal teams and clients to drive resolutions. 
• Work closely with clients to understand their needs and tailor solutions within RelativityOne, including the ability to provide on the fly guidance to clients in real time with live data and scenarios via multiple forms of communication (written, verbal, screenshare). Demonstrate knowledge flexibility and critical thinking.
• Work with Associate Director, RelativityOne Managed Services Operations & Support to define, implement, and execute support for the client experience within Lighthouse RelativityOne Managed Services.

Subject Matter and Lighthouse Expertise:

• Coordinate with other support teams as necessary to enable consumption of Lighthouse’s other products and services (AI, Managed Review, Digital Forensics, etc.)
• Assist in the development of automation, reporting, and process improvements to enhance efficiency and accuracy.
• Maintain knowledge of industry trends, Relativity updates, and emerging technologies to continuously improve our offerings and analyze client feedback to make recommendations for improvement and/or development of new functionality or features.
• Primary point-person for coordinating transition between Lighthouse RelativityOne Managed Services Support and Service Delivery, working closely with the Lighthouse RelativityOne Managed Services Support team, Lighthouse business units, and the customer.
• Perform other related duties as assigned.

Bring your passion and together we will shine.   It would also be great if you had the following:

• Experience troubleshooting and resolving RelativityOne performance and functionality issues across all RelativityOne tools and features.
• Extensive experience with RelativityOne, including processing, searching, analytics, review management, and productions.
• Excellent customer service and troubleshooting skills, including experience in real-time problem-solving and critical thinking. 
• Strong analytical and logical skills and deal with variables in situations where only limited standards exists.
• Experience providing technical services to clients via phone and email, as well as modern collaboration platforms such as chat, screen-sharing technology, video conferencing, etc.
• Demonstrated talent for professional communication (oral and written) across many groups and personalities --both internal staff and clients.
• Experience growing new businesses / business units and cultivating client relationships post-acquisition.
• Strong understanding of eDiscovery workflows and best practices.
• Strong organizational skills and the ability to multitask. Ability to work independently and collaboratively in a fast-paced environment with a strong initiative, problem-solving skills, and the ability to manage multiple priorities effectively.
• Demonstrated talent for communication across many groups, personalities, and pressures--both internal staff and clients.
• Familiarity with Relativity Scripts, APIs, or automation tools is a plus.
• BS/BA or equivalent degree or equivalent preferred.
• 4-7 years of eDiscovery SME (Subject Matter Expert) or related experience.
• Relativity Certified Administrator Certification strongly desired.
• Additional Relativity Certifications (Trainer, Pro, etc.) desired.
• 2+ years of matters leadership responsibilities desired.
• Deep experience with legal technology platforms (Relativity, Relativity Processing, Relativity Legal Hold, Relativity Analytics, and equivalent); eDiscovery best practices (collection, processing, review, and production practices); and providing customers with standardized and customized deliverables.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

Lighthouse offers a comprehensive quality benefits package including, medical, dental, vision, and a 401k with company match.  Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine, and other wellness plans.  We offer a generous Flexible PTO program and paid volunteer days.  Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.  

This role will be eligible to participate in an annual bonus or incentive program.  

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.