Practice Advisor/client Success

7 months ago

Vancouver, Canada LEAP Legal Software Full time

**" As a LEAP expert, I see how much good we can do every day for lawyers and their clients."**

**Practice Advisor, Toronto, CA**

**About LEAP**
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 1000 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.

From complaint handling and cancellation management to data extraction and legal services, 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.

The role would suit an individual who enjoys working in a high-pressured environment, can execute tasks quickly and efficiently and work autonomously, as well as in a team. 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.

**What you'll do**
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

**What you'll bring**
- Exceptional organizational skills and self-discipline
- 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

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

**What you'll get**
- 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, RRSP Plan, and vacation time

**Life at LEAP**
LEAP is all about impact, growth and ownership. We're united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the

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