Announcing Brightflag’s Customer Advisory Board

When I joined Brightflag, I asked that my title be Chief Customer Officer rather than Chief Revenue Officer because I wanted to send a signal that customers would always be our central focus.

And we’ve kept true to that goal. It’s no exaggeration to say that Brightflag boasts one of the best, most-responsive customer service experiences in the legal technology industry. If there’s any doubt, just see what our customers are saying about us on G2.

With that said, we recently took another exciting step towards ensuring our customers’ input is always being heard and addressed by establishing Brightflag’s first-ever Customer Advisory Board. Here’s everything you need to know about the board and its members.

Why Create a Customer Advisory Board?

Brightflag has grown very quickly over the past few years, and as a result the business is becoming much more sophisticated. Given this, it felt like the right time to develop a structured way for our customers to share direct feedback with us and help better shape the future of Brightflag and our product offerings.

The current Advisory Board Members were selected with the goal of establishing a representative sample of our customers based on factors like geography, industry, organization size, and legal department maturity.

Meet the Customer Advisory Board Members

The Customer Advisory Board is comprised of 10 Brightflag customers. Here’s who they are and what they bring to the table:

Martinique Aguero (Legal Operations Specialist)

Martinique is an accomplished legal operations professional whose current role spans multiple areas of responsibility while remaining highly focused on outside counsel management. Martinique previously worked in legal ops consulting with a focus on vendor management, and also has prior experience as a paralegal.

Mark Allen (Director of Legal & Compliance Operations and Strategy at Zillow)

Mark is an experienced legal operations leader with an extensive background working with technology and entertainment companies. Mark’s legal ops acumen spans various areas, but one thing I particularly commend is his thoughtful approach to legal cost control. Prior to joining Zillow, Mark helped stand up Netflix’s first legal operations team, and has extensive experience developing technology and process solutions.

Sheila Dusseau (Head of Global CLO Operations and Innovation at Ferring Pharmaceuticals)

Sheila has experience working as both a CFO and Controller with her previous organizations, which gives her a unique perspective on the financial aspects of legal operations. Sheila deeply understands accounting and financial reporting, technology and process implementation, and procurement. Among her many accomplishments, she helped develop Ferring Pharmaceuticals’ legal operations function upon joining the company five years ago.

Suha Gehrer (Operations and Analytics Head at Syngenta Group)

Suha is an experienced legal operations professional with in-depth knowledge of legal spend management, e-billing, and matter management. Suha has worked with Syngenta since the formation of their legal operations function, and she carries a passion for process improvement and data optimization that she has applied to the benefit of her in-house legal team’s workflows.

Dawn Hinz (Legal Operations Director at Avery Dennison)

Dawn’s background as both a legal operations leader and a former auditor gives her a unique perspective on managing legal department processes and tech. Prior to joining Avery Dennison, Dawn worked with Dell and Ernst & Young. Dawn is a true expert when it comes to financial planning for the legal department, and knows all there is to know about effective legal budgeting.

Susan Packal (Head of Global Legal Operations at Atlassian)

Susan is widely regarded as a legal operations thought leader who has previously held senior legal ops roles at companies like eBay, Uber, and Twilio. She also founded High Desert Legal Ops—an organization that partnered with GCs and leadership teams to develop strategic and operational roadmaps.

Mao Robles (Senior Manager of Legal Operations at Redfin)

Mao has over 15 years of experience in the field of legal operations. He has held legal ops roles with large organizations including Fox and Gallagher, and has extensive experience working with matter management and e-billing systems.

Rhiannon Schouten (Legal and IP Operations Specialist)

Rhiannon began her career as a lawyer in London before transitioning into project management and—ultimately—legal operations. Her extensive legal experience and operational expertise give her unique insights into legal operations strategy and best practices.

Jessica Williams (Director of Legal Team Strategy and Operations at FanDuel)

Jessica’s experience spans from small businesses and law firms to some of the world’s largest companies. Prior to joining FanDuel, Jessica worked as both a Senior Legal Operations Manager and Global Outside Counsel Operations Manager at Hearst.

Jessica is a true legal tech expert and serves on the board of the Buying Legal Council, where she helped developed the industry’s first Legal Procurement Certification program.

Daniel Young (Director of Legal Operations at SharkNinja)

Daniel is a highly accomplished operations professional with over 12 years of experience driving change management and transformation. Daniel stood up the legal ops function while working at Boston Scientific, and has previously served as a legal operations consultant.