Job Summary
The role involves a diverse set of responsibilities in an agile and deadline driven environment.
The primary responsibility is to ensure an excellent and consistent level of client service is delivered to our customers. This will involve managing client relationships, and supporting our customers with our Platform solution projects and business requirements. Consultancy will be a large part of the role and this will cover our products and services, as well as business processes and suggestions for best practice, drawing on your previous experience. As an expert in case management, you will help design and build Peppermint’s case applications. Implementation Consultants also support the Sales team in presentations and demonstrations to potential clients.

Responsibilities and Duties
• Represent Peppermint with a professional and enthused disposition.
• Install, implement and configure the Peppermint solution within Implementation Guidelines to meet the customer business requirements, with specific responsibility for:
a. configuration
b. managing enhancement/modification requests
c. testing/quality assurance
d. delivering training and demonstrations
e. documentation
• Document all customer specific configurations
• Make recommendations relating to best use of the Peppermint solution in line with the clients business needs where appropriate
• Deliver services in accordance with agreed customer plans, to include any revision of such plans, and the necessary communication of that revision
• Provide post live support to customers
• Document any issues and actions arising and ensure these are passed to the appropriate person for progression
• Provide the Team Manager & Project Manager with regular updates
• Support the sales team by attending Presentation and Demonstrations
• Define requirements and assist in building case applications in specific areas of law
• Draw on your legal case experience to contribute to Product Management where required including product specification and testing

Key Relationships
• Customers
• Head of Consultancy and Training
• Sales
• Development
• Product
• Customer Support Team Lead
• Third Party Delivery Partners

• Client facing skills up to ‘C’ level
• excellent presentation and training skills
• experience of legal practice and case management systems, particularly automation and workflow
• good documentation skills
• knowledge of legal accounts business processes and systems
• experience in Lexcel and ISO procedures

• Commercial awareness of the market
• Well-organised
• Good communicator
• Strong interpersonal skills
• Team player