Customer Success Manager

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 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing 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, you’ll find yourself in good company here.

Meet the LEAP Family Law team
Our Family Law team is a speciaised area of LEAP focusing specifically on the product and needs of firms practicing in Family Law. The team is a blend of Family Lawyers, Developers, Content and Product teams, Marketing, Sales, Client Relationship and support teams. The team are experienced Family Law and LEAP specialists responsible for managing and supporting clients, as well as creating Integrated Products and Apps. As a trusted LEAP expert, you’ll work closely with clients to enable easy and efficient utilisation of LEAP software, leaving our clients able to focus on what they do best.

You'll provide hands-on, on-site and online support to 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 you'll do

Our Client Success Managers will have a background working in a law firm and understand the pain points and needs of law firms. You can apply your legal background along with your strong relationship management skills to ensure long-term retention of our clients. You will maximise our client's satisfaction and loyalty to the LEAP product and effectively engage with clients to win their confidence and develop successful client relationships and retention strategies. You will be involved in aspects of support, account management, product and feature demonstrations, and education of clients.

To make this happen, you will

• Maximise the productivity of clients using LEAP by confidently demonstrating new features, products and add-on
• Build trusted relationships by understanding our client’s challenges and needs and provide effective solutions
• Work with key stakeholders (Principals and Practice Managers) to suggest improvements to productivity and utilisation using LEAP features and products
• Identify at-risk 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 aligned with company goals

Requirements

What you'll bring

To be successful in this client facing role you will have 2+ years experience working in a law firm and a proactive approach to client satisfaction. On top of that, you will bring:

• A proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high levels of client satisfaction and loyalty
• A track record of meeting and / or exceeding targets and KPIs
• Experience navigating challenging situations and clients
• Strong presentation skills – you can effectively present LEAP features to a group of people and ability to read the room
• Willingness and ability to travel within Australia to meet with clients
• Prior experience using LEAP is highly regarded

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 one’s 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!

Benefits

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 won’t 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.
• Flexible and hybrid working. We'd like to find this person in Sydney, but we want you to work in a way that suits you and we're 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. We're 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 well-being - enjoy an additional paid wellbeing day every year, free gym membership, corporate dental plan and weekly massages in the office.
• Work in a new, beautiful office space – with a catered lunch and breakfast every week, fully stocked kitchen and an on-site barista.
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence.

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