Practice Group / Department:

Client Solutions Delivery

Job Description

Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide a full scope of legal services to the world’s preeminent corporations and financial institutions.

 

Our vision is to be a world class business, profitable, ambitious, cooperative and considerate, supporting our clients and people through our global business principles of Quality, Unity and Integrity.

 

With over 7,000 employees worldwide, our culture is the thread that connects us. Our strategy and culture are closed connected – defined by shared ambition, global collaboration and a one-team mindset. We believe pioneering work happens when people are empowered to think beyond boundaries, explore new opportunities and grow through diverse experiences. Alongside the right skills and experience, we are looking for people who are innovative, commercially minded, and motivated by the impact of the work they do – ready to share in our ambition and help shape what comes next.

Because while individuals can do well, together we achieve something extraordinary.

Role and the team

As a client-facing Client Solutions Consultant, you will take ownership of NRF’s client solutions. You will ensure that the solutions deliver sustained value, perform reliably and evolve in response to user needs and market opportunities.

Sitting within the Client Solutions team and reporting to the Director of Client Solutions Delivery, you will work with clients, partners and colleagues across the firm. You will monitor engagement and usage, strengthen adoption, coordinate product development and help promote the solutions to other clients and partners.

Key responsibilities

Product ownership and roadmap

·   Own the vision, roadmap and priorities for a portfolio of scaled solutions.

·   Understand each product’s target users, use cases and value proposition.

·   Gather and prioritise requirements from clients, users, lawyers and internal stakeholders.

·   Translate feedback into clear user stories, functional requirements and product enhancements.

·   Maintain the product backlog, balancing client value, strategic importance, effort and risk.

·   Work with developers, business analysts and consultants to plan and deliver enhancements.

·   Ensure solutions remain scalable, secure, supportable and aligned with firm standards.

Client engagement and adoption

·   Build trusted relationships with clients using our solutions.

·   Monitor onboarding, engagement and usage to assess whether clients are achieving the intended value.

·   Capture feedback, identify emerging needs and address barriers to adoption.

·   Develop practical plans to increase usage and embed solutions into clients’ ways of working.

·   Coordinate demonstrations, onboarding, training and supporting materials.

·   Act as the primary point of contact for product feedback and route issues to the appropriate teams.

Product performance and service quality

·   Define and monitor measures of product performance, adoption, engagement and service quality.

·   Review usage data, client feedback and support issues to identify trends and improvements.

·   Work with technical and support teams to ensure solutions perform effectively and issues are resolved.

·   Provide concise product health updates covering usage, feedback, risks, priorities and actions.

·   Coordinate release planning, testing and communication of product changes.

·   Keep product documentation, support information and governance materials current.

Product growth and promotion

·   Champion the solutions across the firm and communicate their benefits and relevant client use cases.

·   Work with partners, client relationship teams and business development colleagues to identify opportunities.

·   Equip internal stakeholders with clear product narratives, demonstrations and supporting materials.

·   Support client conversations and proposals, and identify opportunities to expand use across clients, practices and regions.

·   Capture outcomes, feedback and success stories to support internal and external promotion.

Continuous improvement

·   Facilitate product reviews, retrospectives and feedback sessions.

·   Use evidence from clients, users and product performance to recommend and prioritise improvements.

·   Stay informed about legal technology, AI, product management and client-service trends.

·   Share lessons learned and effective product-management practices across the team.

Skills and experience

·   Experience in product ownership, product management or legal technology solutions.

·   Proven experience managing client-facing technology products or services through their lifecycle.

·   Strong understanding of user adoption, client engagement and product performance.

·   Ability to interpret usage information and feedback and make evidence-led decisions.

·   Experience gathering and prioritising requirements from multiple stakeholder groups.

·   Excellent stakeholder management and communication skills, including with technical and non-technical audiences.

·   Confidence delivering product demonstrations and supporting business-development conversations.

·   Commercial awareness and the ability to connect product decisions with client value and growth.

·   A proactive, collaborative approach with the confidence to take ownership and drive decisions.

·   Experience of legal technology, legal AI tools or Microsoft Power Platform would be helpful.

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.