Client Success Consultant

6 months ago

Sydney, Australia PracticeEvolve Full time

About PracticeEvolve

At PracticeEvolve, we’re on a mission to reshape the legal tech industry and we want you to lead the charge with us. Our vision is audacious - to be the most valued legal tech company in the world. And we believe the key to achieving this lies in building a global community of like-minded individuals who share our unwavering passion for technology, innovation and client service.

Software _with_ a Service is a big part of who we are. We are committed to making law firms successful by delivering software that is easy and intuitive to use and supported and serviced by great people. This commitment drives us to consistently elevate the standards of practice management software offered to law firms worldwide.

Our Mission

To empower our clients to be successful by delivering superior engineered products and services.

Our Values

Pride, Good Neighbour, Embrace the Evolution, Perfection Through Action, and Unbreakable Belief.

The Role

Client Success Consultants support our journey to providing exceptional client experiences. This role has significant focus on building customer loyalty and long-term client relationships, and ensures our clients are maximising the use of our products and services. This role supports our clients through the go-live transition phase and onwards to an active user of our products and services.

What you’ll do
- At the core of this role is ensuring the client experience is the best it can be with a focus on ongoing service delivery and client care. With regular health checks of your allocated client base, you will assist clients in maximising the value offered within PracticeEvolve’s products and services.
- You assist in the evaluation and analysis of customers’ needs and provide feedback on products and services to internal stakeholders and you look for the best result for our client base.
- Create and support local community groups, building positivity and brand awareness within.
- Retain clients and build strong trusting relationships by understanding our clients’ needs and identifying new business opportunities.
- Generate reference sites and work closely with sales/marketing to understand the best options for targeted demographics.
- Contributes to the webinar roadmap based on the needs of our client base.
- You’ll work closely with support to escalate client issues for a speedy resolution.
- Working alongside our Support team, you will activity review support analytical data to uncover clients that may require immediate CSC services / client care.
- Establishing best practices, templates, policies, tools and partnerships to expand and mature the capabilities for the organisation.
- Ensure continual client engagement with the PracticeEvolve Community website and the content / services available to them.
- You’ll help clients keep awareness of our latest releases and upgrades.

You’re a great fit if

To be part of our team you need to be a people person, dedicated and determined to make a difference to the lives of the clients’ we serve each and every day. We’re looking for a full time Client Success Consultant with exceptional client service skills. We are looking for someone who has a positive, pro-active attitude with a bright client facing personality who enjoys working with a vibrant, friendly, collaborative team.
- Exceptional customer/client care experience.
- Communication experience with senior lawyers, executives, associates and partners within a law firm.
- Superior oral and written communication skills.
- Exceptional analytical, conceptual and problem-solving capabilities.
- Effectively prioritises and executes tasks in a high-pressure environment.

Bonus Points
- Experience in a legal environment or within the legal sector.
- SaaS industry experience.

Your Squad

As one of the biggest departments at PracticeEvolve, our Professional Services team offers plenty of opportunities to develop and progress your career, with varied career paths available within and outside of the team. Led by Leonie Johansen, the PS team is driven to continually innovate through collaboration and exchange of ideas, ensuring we focus on achieving success for both our clients and ourselves. With a background in Legal Tech of over 12 years, Leonie prefers a people first collaborative approach to management where the team is set up to work as one, strong unit. Leonie is a hands-on manager who invests in the growth and development of every member of the team, supporting them to perform at their best by setting clear objectives, maintaining a regular feedback loop, and providing lots of training.

The good stuff

There’s life at work and life outside of work. We want our Evolvers to be healthy, socialise often, get time to give back, and have the financial resources and support they need. Our Benefits include:

- Wellbeing - generous paid parental leave policy, gym memberships, flexible work (2 days office/ 3 days home), Employee Assistance Programs,

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