Client Success Manager (Legal)
Client Success Manager (Legal)
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Job Description
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI one of the largest international LegalTech companies. For more than 30 years our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose to Help lawyers who help people. The market leading software we develop and support is used by more than 100000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers youll join a fastgrowing technology business where things seldom stay the same for long. With more than 1000 smart caring and ambitious LEAPsters working together across Australia Canada the United States the United Kingdom the Republic of Ireland Poland and New Zealand youll find yourself in good company here.
Meet the Client Success Team
Our Client Success team are the experienced LEAP specialists responsible for managing onboarding training and retaining clients with LEAPs Core product as well as Integrated Products and Apps. As a trusted LEAP expert youll work closely with clients to enable easy and efficient utilisation of LEAP software leaving our clients free to focus on what they do best.
Youll provide handson onsite and face to face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space guiding clients from day one right through to business as usual.
What youll do
As our newest Sydney or Melbourne based Client Success Manager you will ensure longterm retention of our clients with your relationship management skills and knowledge of the legal industry. You will maximise our clients satisfaction and loyalty to the LEAP product which will minimise client churn and effectively engage with atrisk clients to win their confidence and develop successful product adoption and retention strategies. You will be involved in aspects of support account management product and feature demonstration education of clients.
To make this happen you will
- Maximise the productivity of clients using LEAP by confidently demonstrating new features products and addons
- Build trusted relationships by understanding the clients challenges and needs and provide/facilitate effective solutions
- Work with key stakeholders (Principals and Practice Managers) to suggest improvements to productivity and utilisation using LEAP features and products
- Identify atrisk accounts by monitoring and analysing Client Health metrics NPS results and other feedback to identify clients who are not realising the full benefit from their investment in LEAP
- Collate positive client testimonials for use in marketing material
- Represent the voice of the client to provide input into LEAP Dev Marketing and Sales
- Collaborate closely with Implementations Renewals and Companion Product teams to address issues and to identify expansion / upsell opportunities
- Ensure all client activity is accurately logged in Salesforce (CRM) in a timely manner
- Attend and present at conferences roadshows webinars exhibitions and events networking with existing clients and prospective clients
- Achieve individual and team targets including Top 5 goals aligned with the companys goals
What youll bring
To be successful in this client facing role you will have 2 years experience working in a law firm in some capacity and a proactive approach to client satisfaction. On top of that you will bring:
- A proven ability to negotiate and engage in a confidencewinning manner achieving commercial outcomes and high levels of client satisfaction and loyalty
- A track record of meeting and / or exceeding sales targets and KPIs
- The ability to build strong relationships with both clients and internal stakeholders through confidence and trust
- Experience navigating challenging situations and clients
- Experience using LEAP will be considered a bonus!
You are the type of person who
- Builds trusting relationships using appropriate interpersonal styles to establish effective relationships with clients and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in ones intentions
- Is proactive you take prompt action to accomplish objectives and achieve goals beyond what is required
- Is passionate about client satisfaction you take responsibility for client satisfaction and loyalty and can sense the appropriate approach to ongoing client support
- Has high impact communication you can clearly and succinctly convey information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others thoughts and actions
- Has exceptional time management you can effectively manage your time and resources to ensure that work is completed efficiently and to the highest of standards!
- Has strong presentation skills you can effectively present LEAP features to a group of people and ability to read the room
Why join LEAP
- Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local everyday law firms. So they can do their best work for the people in the communities they serve.
- Make an impact. You wont be another cog in the wheel here. We give full trust and autonomy for you to be heard to work on big & complex projects and to make a real difference.
- Work with a group of authentic passionate people who love what they do.
- Wellfunded and global. LEAP is the leading provider of Legal Practice Productivity Solutions across Australia Canada the United States the United Kingdom the Republic of Ireland and New Zealand. Were part of ATI one of the largest international LegalTech companies.
- Flexible and hybrid working. Wed like to find these candidates for 2 roles in Sydney and Melbourne but we want you to work in a way that suits you and were open to flexible arrangements that support you.
- Grow your career with us. Our founder Christian Beck has been building legal tech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. Were not afraid to pivot based on market conditions you will always have the opportunity to stay ahead of the curve and do your best work here.
- Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
- We value your wellbeing enjoy an additional paid wellbeing day every year free gym membership corporate dental plan and monthly massages in the office. Well throw in a catered lunch and breakfast every week too. Oh and an onsite barista.
Required Experience:
Manager
Employment Type
Full-Time
