Overview
Base pay range available. Customer Success Manager, Battersea office (London), or Cardiff office. Permanent, full-time, hybrid working model: 3 days in the office and 2 days remote.
About LEAP: LEAP is the leading provider of Legal Practice Productivity Solutions. For more than 30 years, our aim is to help lawyers and their staff with productive tools. Our teams work across multiple countries to support lawyers and their clients.
Responsibilities
* Develop and maintain an outstanding knowledge of LEAP software and its companion products.
* Promote the full suite of LEAP products and drive adoption of new features.
* Advocate for customer needs and lead issue resolution cross-departmentally, acting as the voice of our customers.
* Contact customers post-install to introduce yourself as their Customer Success Manager and identify immediate concerns.
* Engage with customers throughout their lifecycle to ensure they are up to date with developments and using LEAP to its full potential.
* Analyse customer health metrics, NPS results, and feedback to identify who is not realizing full value.
* Reach out pre-renewal to identify and resolve potential issues before they escalate.
* Identify the need for, schedule, and conduct onsite/remote training sessions.
* Schedule and conduct visits where other departments have identified a need.
* Monitor high-volume call loggers to determine if additional training is beneficial.
* Examine usage reports to identify disengagement or unusual usage.
* Convert satisfied customers into reference sites for New Business.
* Attend industry events to engage with existing customers.
* Script and conduct customer webinars to showcase new features and usage of LEAP.
What you'll bring
Essential Requirements
* 3-5 years' experience in a similar customer success or related role.
* Legal or accounting background/qualifications.
* Responsible for renewals and quality.
* Nationwide travel approx. 1 to 2 days per week.
* Exceptional organizational skills.
* Superb written and verbal communication.
* Self-disciplined and self-motivated.
* A passion for technology.
* Ability to communicate workarounds simply and concisely.
* Understanding of small law firm culture and expectations.
* Understanding of Solicitor's Accounts Rules.
* On-site training experience.
* Basic Xero knowledge.
* Proficient in Microsoft Word, Excel, and Outlook.
* Owns a car and able to drive (car allowance provided).
* Articulate and well presented.
Desirable Requirements
* Excellent LEAP knowledge; LEAP certification preferable.
* Experience troubleshooting common LEAP issues.
LEAP is an inclusive, people-first company committed to breaking down barriers. If you meet some, but not all, of the requirements above, we encourage you to still submit your application.
Benefits
* Competitive salary, generous car allowance, and benefits package.
* Pension contributions and private health insurance (including optical and dental).
* Gym contribution, life insurance, Employee Assistance Program, and professional development fund.
* Parental leave, cycle to work scheme, 25 days holiday plus bank holidays, and other rewards.
* Office perks such as free healthy meals and a dog-friendly environment.
Life at LEAP
We focus on impact, growth, and ownership, with a culture that supports personal development and career progression. Flexible hybrid work, social events, and opportunities to work abroad are part of life at LEAP.
More you should know
Discover the human side of cutting-edge LegalTech and explore more LEAP opportunities.
Closing Date
Closing date details and application timing may be included in the posting. We reserve the right to close vacancies early if a high volume of suitable applications is received.
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