Client Success Consultant

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 800 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 Practice Management team
Our Practice Management Teams 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.

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.

The Role

In this role, you will be responsible for maintaining excellent client relationships (by zoom and in person).

You will oversee processes for minimizing churn and driving product value, ensuring retention revenue growth and satisfaction. This job focuses on the continued use and adoption of the software by our clients through further training and communications.

You must have the ambition to perform in a fast-paced environment, be able to think quickly on your feet and solve problems. Your “never give up” attitude is essential.

You will be responsible for the following:

• 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

Requirements

• Exceptional organizational skills and self-discipline
• Demonstrable experience in a law firm environment

• Positive and professional attitude
• Ability to leverage cross functional business and technical resources to provide timely issue resolution
• An aptitude for quick learning
• An in-depth knowledge of the latest versions of Word, Excel and Outlook
• Superb communication skills, both written and verbal
• A passion for technology

• 2 years’ experience in a client facing role with a technology company

• Ability to leverage data to inform and support critical decisions
• Familiarity with dealing with client conflict and frustrations in a positive manner
• A clean drivers license for onsite visits

Preferred (but not required):

• An extensive understanding of Legal Accounting rules and bookkeeping
• Knowledge of QuickBooks and/or Xero
• A thorough understanding of varying law firms' culture and expectations

Benefits

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Staff Events
• Gym Memberships
• Employee Assistance Plans
• Unlimited PTO
• Company Shares Opportunity

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.