The Service Excellence Services Team (SES)

The SES Team was created in 2018 to work with legal teams and clients to develop our outward facing technology solutions and increase our innovation offering. We at Eversheds Sutherland understand the need to ensure the fundamentals are delivered across the firm, but also that there is a growing need for emerging and innovative technology to deliver a quality service to our clients. The team focuses on how we can improve the service we deliver to our clients across the firm, whether that’s through the use of technology, innovation or process improvements.

Main Purpose of Role:

This role sits within the Legal Document Solutions (LDS) team within SES. The Product Specialist acts as a key member of the LDS team to deliver technology solutions for the creation, review and execution our legal documents. On a daily basis, they will use their skills and expertise to raise the awareness and drive the adoption of our LDS technology estate. Technology solutions cover document automation, e-signature, contract review, proofreading and comparison tools.

Product Specialists work with the Product Owner, Solutions Manager, Practice Groups and directly with clients on day-to-day activities. They will be primarily responsible for delivering automation, e-signature and contract review projects and reporting on the usage of the solutions. You will also be required to have or obtain a deep level of understanding of the technology solutions in order to help establish best practice within the team, and proactively work to enhance and improve how we continue to use the solutions to deliver value to our clients.

Product Specialists work with the business to understand requirements, complete user testing and support go live activities. They are the experts in their products from a technical point of view, being the go to people for capability queries and actively feed ideas for enhancements or fixes into the product backlog for consideration. They work with the Solutions Manager and Product Owner to provide estimates on the effort required to deliver each phase for the Product Owner to agree priorities and manage the expectations of the business.

Primary accountabilities of the Role

·         Reports to the Legal Tech Solutions Manager, the Product Specialist will support the delivery of the LDS technology estate in line with the SES firm-wide strategy.

·         Manages a busy workload day to day with the ability to prioritise work and achieve time sensitive deadlines.

·         Embeds themselves within the firm as an expert (document automation, contract review etc), understanding what is achievable and how, as well as helping to define specific solutions to requirements.

·         Delivers projects across the LDS technology estate including the automation of legal templates, building and running contract review projects alongside the practice groups and designing and building e-signature templates and bulk-send projects.

·         Collates, analyses, prepares and shares data on the usage of all of the LDS technology estate and uses data to identify opportunities for product optimisation, training, and improvements.

·         Works with stakeholders to drive the awareness and adoption of the LDS technology estate, supporting with any initial issues where appropriate.