Practice Advisor/client Success

1 month 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 Practice Advisor 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.
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.
*
Responsibilities and Duties (included but not limited to)*
In this role, you will be responsible for maintaining excellent client relationships.
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
- 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

**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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