Client Success Consultant

LEAP; Bath; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Professional development fund

Private health insurance

Gym membership contribution

Life insurance

8% pension contribution

Cycle to Work

LEAP Home housing support

Job summary

SOS, part of the LEAP group, is seeking a Client Success Consultant to guide UK law firms in using our Practice Management software to their full potential.

You will train, support, and upsell while maintaining high client satisfaction, delivering proactive care, and driving retention across a portfolio of clients.

Qualifications

• Advanced knowledge of MS Word, Excel and Outlook.
• Strong interpersonal skills with ability to build long-lasting client relationships.
• Experience explaining technical solutions clearly and concisely.

Responsibilities

• Act as a liaison between the company and clients, understanding their organisation and objectives.
• Analyse client requirements to align software/ services with goals.
• Build trusted client relationships and ensure access to needed products and services.
• Gather and communicate client feedback to internal teams for product improvements.
• Serve as the voice of the client in internal decision-making and roadmap discussions.
• Collaborate with Product, Sales and Marketing to improve user experience and adoption.
• Manage client expectations and boundaries around deliverables.
• Stay updated on industry trends and best practices to add value.

Skills

MS Word

MS Excel

MS Outlook

Client relationships

Clear communication

Cross-functional collaboration

Tools

CRM systems

LEAP software

Job description

Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.

About SOS

As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry.

At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The Opportunity

We are looking for an experienced, proactive, and professional Client Success Consultant.

You will leverage your expert knowledge of our systems to benefit our extensive client base of UK law firms and set them up for success throughout their client journey.

Working closely with a portfolio of clients, you will understand their business needs and educate them on best practices they can use to help meet their goals.

You will provide proactive care with check-ins, training plans, and remote meetings, ultimately resulting in your clients having the confidence to use our software to its fullest and increasing the likelihood of us retaining their business.

This is a valuable opportunity to develop, hone, and utilise a multitude of valuable skills, including support, upselling, business analysis, and public speaking, all with the unified goal of guiding clients to a satisfactory outcome.

Requirements

What you'll do

• Act as a key liaison between the company and our clients, developing a strong understanding of their organisation, key stakeholders, processes and business objectives.
• Analyse client requirements in depth to identify opportunities to align our software and services with their goals.
• Build trusted client relationships and use your knowledge of their business to ensure they have access to the products and services they need to succeed.
• Gather, understand and communicate client feedback to internal teams, helping to shape product enhancements, new features and service improvements.
• Act as the voice of the client internally, ensuring their needs and feedback are considered as part of key business decisions.
• Work closely with Product Management, Sales, Marketing and other teams to provide insight into opportunities to improve the user experience, product capabilities, client engagement and adoption.
• Manage client expectations effectively, understanding the scope of our responsibilities and confidently setting appropriate boundaries where requests fall outside what can reasonably be delivered.
• Stay up to date with industry trends, emerging technologies and best practices to continually build your knowledge and provide greater value to clients.
• Collaborate effectively with colleagues across the business, listening to different perspectives, ideas and concerns.
• Communicate ideas clearly and constructively within a team environment.
• Be a dependable and proactive team member, taking ownership of your work, meeting deadlines and completing agreed actions to a high standard.

What you'll bring

• Advanced knowledge of Microsoft Word, Excel and Outlook.
• The ability to explain technical solutions and workarounds clearly, simply and concisely.
• A strong understanding of law firm culture, working practices and client expectations.
• Knowledge and understanding of the Solicitors Accounts Rules.
• Previous experience delivering on-site training.
• Excellent interpersonal skills, with the ability to build trust, establish rapport and develop strong, long-lasting client relationships.
• Strong written and verbal communication skills, with the ability to explain complex concepts in a clear and accessible way.
• Strong analytical and problem-solving skills, enabling you to understand client requirements, troubleshoot issues and identify effective solutions.
• Confidence working with software systems, with the ability to quickly learn and understand complex applications.
• A proven track record of delivering excellent client service, achieving targets and building successful long-term relationships.
• The ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities and effectively manage multiple client relationships.
• A collaborative approach, with the ability to work across teams and make effective use of internal expertise and resources to meet client needs.
• A full UK driving licence and access to a car.
• Flexibility and willingness to travel as required.

Benefits

What you'll get

Career Development

• Generous professional development fund to support your growth.
• Ongoing opportunities for training, learning and career progression.

Health & Wellbeing

• Private health insurance, including dental and optical cover.
• £80 monthly contribution towards your gym membership.
• Access to our Employee Assistance Programme.
• Life insurance cover for added peace of mind.

Financial Benefits

• 8% employer pension contribution.
• PerkBox membership, giving you access to a range of discounts and rewards.
• Cycle to Work scheme.
• Access to LEAP Home, our unique programme designed to support you in purchasing your primary residence.

Time Off

• 25 days’ annual leave, plus 8 bank holidays.
• Enhanced parental leave.
• One paid volunteer day each year to support a charity of your choice.

Our Work Environment

• A friendly, supportive and ambitious culture.
• Free healthy breakfast, light lunch and snacks.
• Regular team socials and opportunities to connect with colleagues.