Client Success Manager

“As a LEAP expert, I see how much good we can do every day for lawyers and their clients.”

Client Success Manager (PMA), Remote US

• Responsible for maintaining excellent client relationships
• Top candidates will have the ability to think on quickly on their feet and thrive in fast paced environments
• 5+ years’ experience in a client facing role with a technology company or legal background

ABOUT LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

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

WHAT YOU'LL BRING

• 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

WHAT YOU'LL GET

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Staff Events & Team Offsites
• Employee Assistance Plans
• Unlimited PTO
• Company Shares Opportunity
• We are a certified Great Place to Work in 2023!
• Salary range: 75 – 90k, including quarterly bonus incentive
  • Please note that salary ranges take into account employee location and experience

LIFE@LEAP

LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritizing and celebrating the incredible humans behind our market-leading technology. Think performance-driven incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.

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.

More you should know:

Discover the human side of cutting edge LegalTech.

Discover more LEAP opportunities.

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