Client Success Manager

3 weeks ago

Toronto, Canada LEAP Legal Software 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. We are seeking a Client Success Manager to join our highly motivated, high velocity and growing team in Toronto on a hybrid work pattern. LEAP will provide you with the best training, equipment, mentoring and support for you to be successful.

We employ people who are smart and can get things done.

As a Client Success Manager at LEAP, you will play a crucial role in ensuring the success and satisfaction of our clients (primarily law firms). You will be responsible for building strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our legal software solution. We are looking for someone who is a contributor of ideas and who wants to progress their career in a high performing culture and high growth company. 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.


Responsibilities and Duties (included but not limited to)

In this role, you will be responsible for maintaining excellent client relationships, which will require proactive communication, problem-solving, and collaboration with internal teams to drive client satisfaction and retention. 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.

Key Responsibilities

  • 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: Anticipate client needs and proactively address any issues or concerns they may have, serving as an advocate for the client within the company.
  • 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.
  • Product Expertise: Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software

Requirements

  • 2+ years' experience in a client-facing role with a technology company
  • Exceptional organizational skills and self-discipline
  • Familiarity with dealing with client conflict and frustrations in a positive manner
  • 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
  • Ability to leverage data to inform and support critical decisions

Preferred (but not required):

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

Benefits

Why work at LEAP?

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. We offer:

  • Hybrid, flexible working model.
  • Excellent working environment.
  • Employee Share Scheme.
  • A fantastic culture – open communication, and transparency through practical and quarterly strategic briefings.
  • Competitive Health Insurance, RSP Plan, and vacation time

At LEAP, we care about what we do and the people we work with

We continually improve to be the best

We NEVER EVER GIVE UP

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. LEAP is committed to providing accommodations in all parts of the hiring process. If you require accommodation, we will work with you to meet your needs.

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