Customer Success Specialist/Manager

Great for individuals who has experience working within the legal industry
- Be part of a leading legal tech company working with the latest technologies
- A hyrbid working environment that offers real flexibility

LEAP Dev is the "Software House" powering the market leading LEAP Legal Software. Founded 30 years ago, we have been helping small to medium sized law firms to be more productive and reduce their non-billable time so they can concentrate on what is important, their clients We commit more than $20 million a year to research and development and our cloud-based products make it easy for our clients to operate anytime, from anywhere

LEAP has more than 600 employees in offices throughout Canada, the United States, Australia, the United Kingdom and New Zealand. LEAP supports the software needs of more than 25,000 law firms and has more than 10,000 firms using its flagship cloud product, LEAP.

Our Customer Success Specialist/Manager ensures 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.

As a Customer Success Specialist/Manager working in our LawConnect team, you will be involved in all aspects of support, account management, product and feature demonstration, education of clients and more.

**Why join LEAP Dev?**
- We are committed to innovation and global expansion of our products and are constantly utilising new technologies to better our client experience and improve our brand.
- Flexible working - ability to manage your own time and schedule
- We encourage our employees to have a voice and to collaborate with each other to work on solutions. Of course we have company visions and goals, but we want you to help us achieve these
- We will invest our time and money in you to help develop your career. Open discussions and reviews will help us understand your career aspirations and we will support you and your goals.
- As a LEAP Dev/LawConnect employee, you will receive a competitive salary and bonus that is reviewed regularly, paid learning and development opportunities, access to an employee share plan that has been highly profitable, free platinum gym membership, great parental leave policy, social events and MUCH MORE

**What will you be working on as the Customer Success Specialist/Manager?**
- Maximise the productivity of clients using LawConnect, 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 LawConnect features and products
- Collate positive client testimonials
- Represent the voice of the client to provide input into LawConnect, Marketing and Sales
- Ensure all client activity is accurately logged in Salesforce (CRM) in a timely manner
- Achieve individual and team targets, including "Top 5" goals aligned with the company's goals

**What experience do you need to become a Customer Success Specialist/Manager at LEAP Dev?**
- 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)
- Experience working within the legal industry

**We are in this together**

At LEAP Dev, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way.

We welcome and encourage you to apply, no matter who you are or how you identify.