Sydney Based Client Success Director

6 days ago

Sydney, New South Wales, Australia LEAP Legal Software Full time

About LEAP Legal Software

LEAP Legal Software is a global leader in legal practice productivity solutions, part of ATI – one of the largest international LegalTech companies.

We have been reimagining productivity tools for lawyers and their staff for over 30 years, driven by our purpose to 'Help lawyers who help people'. Our market leading software is used by more than 100,000 lawyers and their staff in small and medium sized law firms across the globe.

You will be working with our fast-growing technology business where things seldom stay the same for long. With over 1000 smart, caring and ambitious team members from Australia, Canada, the United States, the United Kingdom, Ireland, Poland and New Zealand, you'll find yourself in good company here.

Meet the Client Success Team

Our Client Success team are experienced LEAP specialists responsible for managing, onboarding, training and retaining clients with LEAP's Core product as well as Integrated Products and Apps. As a trusted LEAP expert, you'll work closely with clients to enable easy and efficient utilisation of LEAP software, allowing them to focus on what they do best.

You'll provide hands-on, on-site and face to face support that gives our clients comfort and confidence in the power of our products. This is a valuable opportunity to make a powerful impact in a meaningful space, guiding clients from day one right through to 'business as usual'.

Key Responsibilities:

  • Maximise client satisfaction and loyalty by understanding their challenges and needs, providing effective solutions and facilitating successful product adoption and retention strategies.
  • Work closely 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 Development, Marketing and Sales.
  • Collaborate closely with Implementations, Renewals and Companion Product teams to address issues and to identify expansion / upsell opportunities.
  • Evaluate client activity and ensure it 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 company's goals.

Requirements:

  • 2+ years experience working in a law firm in some capacity.
  • A proactive approach to client satisfaction.
  • 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 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.

What We Offer:

  • An estimated annual salary of $85,000 - $115,000 AUD, depending on experience.
  • Friendly, supportive and driven culture.
  • Complimentary gym membership.
  • Flexible Work Environment.
  • Fully stocked pantry.
  • Monthly massages.
  • Break out area and sporting activities.
  • Monthly celebrations for birthdays, work anniversaries, new joiners.
  • Generous Parental Leave benefits.
  • One additional paid 'Be Me' leave day per year to celebrate being you.
  • Opportunity to participate in our Employee Share Scheme.

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