Business Process Associate at Relativity (Chicago, IL)

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We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it. The U.S. Department of Justice, 198 of top 200 U.S. law firms, and more than 70 Fortune 100 companies are among our customers who trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole self to our team atmosphere.
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond.
Reporting to the Senior Operations Manager, the Business Process Associate will be responsible in contributing to the creation, identification and maintenance of the processes for the Customer Success and Support teams. The Business Process Associate, Customer Success aids in providing structure for large amounts of information while considering Relativity’s business objectives.

  • Review current processes and workflows with the objective of discovering how they can be improved or automated.
  • Participate in discovery meetings to review process requirements, test, support and help training plans to ensure they are in line with business objectives.
  • Provide support in the creation and maintenance of documentation for all processes and ensure they are kept evergreen.
  • Collect and collate feedback on process performance and measure effectiveness.
  • Build relationships with stakeholders across the business in efforts to understand business needs
  • Act as liaison between Customer Success and other business units when creating new processes.
  • Provide input for process enhancements or other actions to improve productivity.
  • Share best practices as to how the Customer Success teams utilize Salesforce, Gainsight, and all other tools to help identify process improvements.
  • Review, and own when applicable, open JIRA tickets for Customer Success and Support teams and provide guidance through priority exercises.
  • Work to become a subject matter expert for Customer Success, identify bottlenecks and use resources available to make recommendations accordingly.
  • Run ad hoc projects as needed.

Minimum Qualifications

  • BA/BS degree
  • 1+ years’ experience in a customer facing or customer support role
  • Excellent customer service and people skills
  • Highly collaborative and able to work in a fast paced, dynamic environment
  • Ability to travel 10% of the time

Preferred Qualifications

  • Experience handling multiple projects simultaneously
  • Basic knowledge of Salesforce, JIRA, and Gainsight
  • Ability to influence others without authority
  • Skilled in problem solving and analysis 

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We seek professionals that will bring their authentic and unique experiences to our teams.
 
We understand career choices are a big decision, and we thank you for considering Relativity.
 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

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Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We offer a competitive set of benefits and perks from great insurance, to unlimited time off and a zen room!

Culture
Volunteer in local community
We support local organizations through employee-nominated monthly grants and provide a large grant annually to schools within our community. See more: https://www.relativity.com/about-us/giving-back/
Partners with Nonprofits
We work with several organizations such as: Cradles to Crayons, Embarc, Year Up, Greater Chicago Food Depository, Best Buddies, MakerGirl, Latinas in Tech, NSBE, Anita B.Org - and more!
Friends outside of work
Eat lunch together
Intracompany committees
Our community resource groups: Black @ Relativity, Relativity Latinos in Tech, RelAsians, Relativity Women of the Workplace, Relativity Pride, Faces of Relativity, RelVETS, and RelMind.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Black @ Relativity, Relativity Latinos in Tech, & RelAsians
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Health Care FSA - Eligible expenses pre-tax up to $2,750 Limited Purpose FSA - Vision & Dental expenses pre-tax up to $2,750 Dependent Care FSA - Child care/adult care expenses pre-tax up to $5,000
Disability Insurance
Short- & Long-Term Disability available at no cost to employees to provide income replacement (60% of salary) in the event they become unable to work due to injury or illness
Dental Benefits
Standard (free) & Premium Plan options. Both plans cover 100% of preventative care. Under Premium, Child (19 & under) & Adult (2022) Orthodontia covered up to $2,500 lifetime max per individual.
Vision Benefits
Basic Vision is free to employees & dependents. Frames or contact lenses are covered up to $130 every 12 months.
Health Insurance Benefits
Two Medical plan options: PPO & HDHP (HSA plan). With the HDHP option, employees can enroll in a Health Savings Account with a Relativity contribution of $500 for employee only or $1,000 for family.
Life Insurance
Relativity provides Basic Life & AD&D coverage at 1x an employee's salary at no cost to the employee. Employees have options for Voluntary Employee, Spouse, & Child supplemental life coverage as well.
Pet Insurance
Discounted Nationwide Pet Insurance through our Employee Assistance Program
Wellness Programs
Through our program, Relativians have access to resources to work towards personal wellness goals within the 5 pillars of Wellness: Physical, Emotional, Financial, Social, & Purpose.
Onsite Gym
Team workouts
Group Wellness Workouts Live virtual yoga classes Movement Competitions
Mental Health Benefits
Virtual Group Therapy Sessions RelMIND Community Resource Group Wellness Meditation Group Employee Assistance Program Headspace Mindfulness App free subscription
Retirement & Stock Options Benefits
401(K)
Traditional (Pre-Tax) and Roth (Post-Tax) options for individual elective deferral.
401(K) Matching
Relativity matches employee contributions 100% up to 3% of the deferral with vesting as follows: - 1 year: 33% of employer match - 2 years: 66% of employer match - 3+ years: 100% of employer match
Company Equity
Relativity offers long-term incentive awards to all permanent employees, vesting over a four year period.
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Match charitable contributions
Relativity Gives powered by Benevity enables Relativians to support the global causes they are most passionate about through volunteering, donations (matches are typically 1:1), and social promotions.
Child Care & Parental Leave Benefits
Generous Parental Leave
100% paid leave for Primary (12 weeks) and Secondary (6 weeks) caregivers.
Flexible Work Schedule
At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. See the "Additional Perks & Benefits" section for more information.
Remote Work Program
Family Medical Leave
Restricted work hours
In the U.S., we have formal breaks where the office closes between 12/25 - 1/1 and new in 2020, the week of the 4th of July as well!
Company sponsored family events
We have an annual summer picnic where all employees are encouraged to bring family members.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Parking
Recreational Clubs
Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Movie Night, Gaming Groups, and several more.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
To support an employee’s learning and development journey, Relativity offers access to on-demand training and certifications, internal expert-led courses and demos, and funding for external learning
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
The Relativity Certified Administrator Exam

Additional Perks + Benefits

At Relativity, we focus on and measure the quality of our team members’ output, not where and when they work. Our philosophy translates to two work practices applied to teams that can support them.*
• Agile work hours: A team member’s shifting their everyday schedule by starting early/later or working in time blocks that fall outside the “typical” working hours to meet personal needs
• Agile workplace: Telecommuting to work on a semi-regular or regular basis**
*Due to the nature of some teams' responsibilities and structure, members may not have such flexibility.
**Telecommuting on a regular (full-time) basis is limited to the country/region in which you are employed and subject to manager approval.

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