Client Engagement Manager

Client Engagement Manager - Small Law

Do you thrive on driving customer engagement, retention, and growth through data-driven strategies?
Are you excited to empower customers with cutting-edge Gen AI and Analytical technology

About our Team
Our Small Law Relationship Management Team is responsible for driving digital & generative AI transformation within the boutique firm market, providing coverage from sole practitioners up to 10 Solicitor firms.

Join Our Team as a Client Engagement Manager

Are you a recent law graduate with a passion for legal research and a drive to excel in the dynamic SaaS industry? We are seeking an ambitious professional to drive engagement and SaaS Platform usage within our cutting-edge legal technology solutions.

Leverage your legal expertise and enthusiasm to identify growth opportunities, foster user adoption, and maximize the value our clients derive from our innovative products. Join our team of problem-solvers and multi-taskers, where your efforts will be recognized, rewarded, and celebrated as you contribute to upholding the Rule of Law.

About the Role

We are seeking a dedicated and proactive Client Engagement Manager to join our team. In this role, you will be responsible for managing the day-to-day needs of the accounts across a portfolio of Small Enterprise Law Firms in your territory.

This is a permanent full-time role based either in Sydney or Melbourne with combined home/office-based arrangements to have flexible work-life balance.

Responsibilities
- Customer Engagement: Ensure high levels of customer engagement and adoption through automated digital touchpoints and direct communication with clients.
- Account Management: Manage the day-to-day needs of accounts, addressing any issues and ensuring customers derive maximum value from our services.
- Retention & Renewal: Focus on retention and renewal rates, working to minimize churn and maximize customer satisfaction.
- At-Risk Accounts: Identify and intervene with at-risk accounts to mitigate potential churn and ensure continued engagement.
- Upsell Opportunities: Identify and facilitate upsell opportunities, collaborating with the Account Development Manager to drive growth within existing accounts.
- Customer Health Monitoring: Monitor customer health metrics, including engagement, adoption, NPS, and CSAT, to ensure a positive customer experience.
- Commercial Metrics: Track and achieve key commercial metrics, including retention rates, opportunity pipeline, and revenue targets.

Key Metrics:

- Customer Health: Engagement and adoption metrics, NPS, CSAT.
- Churn Rate: Monitor and work to minimize customer churn.
- Retention/Renewal Rates: Focus on achieving high retention and renewal rates.
- Opportunity Pipeline: Manage and grow the opportunity pipeline.
- Revenue Targets: Achieve revenue targets through upsell and retention efforts.

Variable Compensation Plan:

- Commission Structure: Supports the achievement of the growth and retention targets set for the territory, in addition to the opportunity for Quarterly Sprint Incentives.

**Requirements**:

- Bachelor’s degree in Law, Technology, Business, or a related field is preferred.
- Proven experience in Client Engagement, Customer Success, or a similar role within the Legal, SaaS, or similar industries.
- Strong customer-centric mindset, excellent communication skills, and a data-driven approach to customer management.
- Excellent communication skills, capable of engaging with customers through various channels and driving meaningful conversations.
- Strong analytical skills to monitor and interpret customer health metrics and commercial data.
- Ability to understand and address customer needs, ensuring high levels of customer satisfaction and retention.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Discounted Health plan rate and Optical Assistance
- Life assurance and income protection
- Option to buy additional Annual Leave days
- Employee Assistance Program
- Flexible working arrangements
- Benefits for you and your family
- Access to learning and development resources

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

To learn more about opportunities with LexisNexis o