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Senior Client Success Manager

LEAP Legal Software


Job Details

Full-time

6/10/2024


Full Job Description

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.

From complaint handling and cancellation management to  building long term relationship with clients, 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

  • Act as 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
  • Reaffirm the value of LEAP and guide users through the initial customer adoption cycle.
  • Pro-active focus on establishing relationships and software proficiency with key user stakeholders including LEAP champions, decision makers, and accounting teams.
  • Execute high touch support model including identification of firm/user software goals and establishing initial client success plans to be carried out throughout the customer lifecycle.
  • Build user proficiency on critical first value features and integrations to increase onboarding satisfaction and product adoption.
  • 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.
  • Ability to provide how-to support during first billing run and bank reconciliation.
  • Content & Automation knowledge including ability to support user editing of existing documents.
  • Create exceptional handover notes for the rest of the team and provide detailed information about the client and specific users
  • Develop trust and foster relationships with a portfolio of newly onboarded clients by delivering an exceptional customer experience and defining measurable mutual success plans with clear outcomes 
  • Be customer obsessed and work strategically towards features and overall product adoption

Requirements

  • Knowledge of legal accounting and billing practices including bank reconciliation, billing practices, LEDES etc. preferred.
  • Demonstrated experience handling cross-sell discussions.
  • Exceptional conflict management to prevent churn or client escalations.
  • Exceptional organizational skills and self-discipline.
  • Positive and professional attitude.
  • An in-depth knowledge of the latest versions of Word, Excel and Outlook
  • Adaptive and not afraid of change within a rapidly growing company and changing technology, features, and functionality.
  • Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
  • Ability to work autonomously and as part of the team on larger projects.
  • Continuous Improvement mindset with ability to sell ideas and solutions.
  • You are passionate about creating value and the best possible outcome for your customers, as well as growing business and negotiating with senior decision makers.
  • Previous experience with Gainsight and Salesforce would be an asset.
  • A passion for technology.
  • 5+ years’ experience in a client facing role with a Saas company or Legal background bachelor’s degree or equivalent.


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.


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