Client Success Manager

LEAP Legal Software; Australia; Remote; AUD 80,000 - 90,000; Full time

Job summary

A leading legal technology firm in Australia is looking for a Client Success Manager to enhance client relationships and improve software adoption. This role demands 5+ years in a client-facing position, exceptional organizational skills, and an understanding of legal operations. The company offers a competitive salary of $80k-$90k, along with flexible remote work options and a range of benefits.

Benefits

Medical, Dental and Vision Plans

401k with Company Matching Program

Virtual Staff Events

Flexible Annual Leave

Company Shares Opportunity

Qualifications

• 5+ years’ experience in a client-facing role with a technology company or Legal background.
• Ability to leverage cross-functional business and technical resources.
• Exceptional organizational skills and self-discipline.

Responsibilities

• Provide support and develop strong client partnerships.
• Measure and report on client onboarding and product adoption KPIs.
• Work with cross-functional teams to improve product usage and satisfaction.

Skills

Client relationship management

Organizational skills

Data analysis

Legal knowledge

Communication skills

Conflict resolution

Tools

Word

Excel

Outlook

QuickBooks

Xero

Gainsight

Salesforce

Job description

MEET THE CLIENT SUCCESS TEAM

Our Client Success Managers are the passionate product experts building trusted client relationships that turn new customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others.

From complaint handling and cancellation management to upselling and cross training on additional features, the team makes sure joining LEAP is as simple and intuitive as humanly possible.

You’ll discover all the ins, outs, and unique challenges of our clients as you connect them to cutting edge software that helps them be more productive and profitable.

WHAT YOU'LL DO

• Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software
• Understand the LEAP product ethos and where it sits in the marketplace, and be willing to communicate this to external parties
• Provide information to LEAP support staff about client needs and lead issue resolution cross-departmentally.
• Work with cross-functional teams to implement, test, and measure initiatives and product updates to improve adoption and reduce churn
• Measure and report on client on-boarding & product adoption KPI's
• Act as the voice of our clients - identify trends and gaps based on communication and feedback from clients
• Contact clients regularly throughout their life with LEAP, ensuring they are using LEAP to its potential, devising and implementing strategies where they are not doing so
• Demonstrate the continued value and software development to existing clients through webinars and tutorials
• Focus on key clients via meetings and providing clear communication about the value of LEAP

• 5+ years’ experience in a client facing role with a technology company or Legal background
• Exceptional organizational skills and self-discipline
• Ability to leverage cross functional business and technical resources to provide timely issue resolution
• A thorough understanding of varying law firm’s culture and expectations
• LEAP certification, or an aptitude for quick learning
• An in-depth knowledge of the latest versions of Word, Excel and Outlook
• Ability to leverage data to inform and support critical decisions
• Familiarity with dealing with client conflict and frustrations in a positive manner
• Additional qualities that would be nice to have:
• An extensive understanding of Legal Accounting rules and bookkeeping
• Knowledge of QuickBooks, Xero, Gainsight and/or Salesforce

• Medical, Dental and Vision Plans Available
• Fully remote work
• 401k with Company Matching Program
• Virtual Staff Events
• Employee Assistance Plans
• Flexible Annual Leave
• Company Shares Opportunity
• Salary range $80k-90k dependent upon experience
  

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.