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Client Success Manager

3 weeks ago

Sydney, Australia LEAP Legal Software Full time

**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 Success Team**

Our Client Success team are the 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, leaving our clients free to focus on what they do best.

You'll provide hands-on, on-site 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 you'll do**

As our newest Sydney or Melbourne based Client Success Manager you will ensure long-term retention of our clients with your relationship management skills and knowledge of the legal industry. You will maximise our client's satisfaction and loyalty to the LEAP product which will minimise client churn, and effectively engage with at-risk 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 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

**What you'll 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 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
- 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 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