Client Relationship Manager

**_“When you believe in the power of LEAP, it’s easy to help our network of lawyers believe too.”_**: **CLIENT RELATIONSHIP MANAGER, Sydney Australia**: - Our Client Relationship Managers ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to LEAP. - Work for a Culture that values its Employees - Full-time, hybrid **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 CLIENT RELATIONSHIP TEAM** Our Client Relationship Managers are the passionate product experts building trusted client relationships that turn new and existing customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others. Reporting to the Director of Client Engagement, you will be involved in aspects of support, account management, product and feature demonstration, education of clients and more. Our Client Relationship Managers ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to, LEAP and minimising client churn. They effectively engage with at-risk clients to win their confidence and to develop successful product adoption and retention strategies. **WHAT YOU’LL DO**: - Maximise the productivity of clients using LEAP by confidently demonstrating new features, products and add-ons - Build trusted relationships by understanding the client’s 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 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, including “Top 5” goals aligned with the company’s goals **Requirements**: **WHAT YOU’LL BRING**: - Experience working within the legal industry, preferably in practice management - Proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high levels of client satisfaction and loyalty - Track record of meeting and / or exceeding sales targets and KPIs - Ability to build strong relationships with both clients and internal stakeholders through confidence and trust - Effectively deal with difficult clients and situations - Experience within a similar business development/relationship-building role (desired, but not essential) **Benefits** - Friendly, supportive, and driven culture - Complimentary gym membership - 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 **LIFE AT LEAP** LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together. LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more. At LEAP, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is t