Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

The Opportunity:  The Drafting Intern, will drive the process for offboarding an application which will be going into expired support. This includes owning the communication with our customers via email or phone for an easy transition. The Drafting Intern is expected to provide our customers with a seamless transition. 

The ideal candidate will have strong empathy for customers AND great customer service skills. Also, the ability to work with multiple teams and customers at the same time. Deep analytical, organizational and problem-solving skills are important.  

Litera Drafting Solutions: 

Litera’s drafting solutions automate the process for end users to create high-quality first draft documents faster, simplify fixes for technical and legal structure issues, and help to manage increased complexity in the collaboration process, so lawyers can spend more time with clients delivering value.  

Immediate Responsibilities: 

• Get trained on the Connect off boarding process 
• Get trained on our CRM solution 
• Get trained on case escalations 

Within 30 Days, You Will: 

• Fully understand Connect off boarding process along with the impact to customers 
• Have the ability to create cases 
• Communicate with customers and follow up accordingly 
• Collaborate with support, product, and engineering 

Within 90 Days, You Will: 

• Own email and phone communication with customers who are transitioning out of Connect 
• Create cases for each customer that is transitioning 
• Escalate deal desk items from cases 
• Identify areas for improvement and suggest resolutions 

Qualifications: 

• Impeccable communication skills 
• Innovative, analytical, and strategic thinker 
• Strong interpersonal skills with proven ability to build relationships at all levels 
• Success in customer-centric, results-driven environment  
• High technical ability