Client Success Consultant

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 in a nutshell:

- 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 organization.
- 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.
- Interstate travel may be required from time to time.

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:
At PracticeEvolve we look for the qualities people posses, their values and their excitement in what they love to do. This is more important to us than industry experience as we see value in the diversity people can bring to our organisation.
- Experience in a legal environment or within the legal sector will help you leverage this role.
- SaaS industry experience is helpful but not essential.

Your squad:

- 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 Professional Services 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 and 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 - 12 weeks paid parental leave policy, Community service leave, gym memberships, walking clubs, flexible work (2 days in office), Employee Assistance Programs, all day healthy snacks with breakfast provided.
- Recognition - Rewards, awards & recognitions, celebrations and an investment in Evolver training programs that helps our people grow.
- Diversity, Equity & Inclusion - By prioritising equity and inclusion alongside our intention to build diverse teams, we strive to be committed, curious and courageous in all aspects of diversity, equity and inclusion.
- A pinch of fun - Great events and activities organised through PEST - The Practice Evolve Social Team.

About PracticeEvolve:
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