Client Success Manager

4 weeks ago

Toronto ON, Canada LEAP Legal Software Pty Full time

LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 600 people globally, have offices in the USA, Australia and the UK with more than 57,000 users using our software worldwide. LEAP will provide you with the best training, equipment, mentoring and support for you to be successful.
You will be responsible for building strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our legal software solution. This role is based on a hybrid job model with 2/3 days in the office and 2/3 days working from home.
** This is a 1-year contract role with the possibility of extension.

This job focuses on the continued use and adoption of the software by our clients through further training and communications.
Client Relationship Management: Develop and maintain strong, long-lasting relationships with clients, serving as their primary point of contact for all post-sales activities.
Training and Education: Provide training sessions and educational resources to clients to maximize their understanding and utilization of our software's features and functionalities.
Proactive Support: Account Growth: Identify opportunities for account expansion and upselling additional products or services to existing clients.
Feedback Collection: Gather feedback from clients regarding their experiences with our software, and communicate insights to internal teams for product improvement and development.
Renewal Management: Monitor client satisfaction and engagement levels to ensure high renewal rates, and work to mitigate any risks of client churn.
Cross-functional Collaboration: Collaborate with sales, product development, and customer support teams to ensure a seamless client experience and alignment of client needs with company goals.
Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software

~2+ years’ experience in a client-facing role with a technology company
~ Ability to leverage cross functional business and technical resources to provide timely issue resolution
An in-depth knowledge of the latest versions of Word, Excel and Outlook
Ability to leverage data to inform and support critical decisions

A solid understanding of Legal Accounting rules and bookkeeping
There are endless opportunities within our business to progress and grow your career and full training is provided so an aptitude and hunger to learn is essential. Hybrid, flexible working model.
At LEAP we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities.

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