Customer Success Manager, LEAP Legal Software
3 days a week in office
Productivity software for legal practices
Job no longer available
Productivity software for legal practices
101-200 employees
Job no longer available
3 days a week in office
101-200 employees
Company mission
We help law firms be more productive. We envisage a world where people wake up each day inspired to make a positive impact on other people’s lives through their job - no matter what that job is.
Role
Who you are
- A minimum of 3-5 years experience working in a similar role
- Legal or accounting background/qualifications
- Responsible for renewals and quality
- Nationwide travel approx. 1 to 2 days per month
- Exceptional organisational skills
- Superb written & verbal communication
- Self-disciplined & self-motivated
- A passion for technology
- Ability to communicate workarounds simply & concisely
- An understanding of the small law firm’s culture & expectations
- An understanding of Solicitor’s Account Rules
- Onsite training experience
- Basic Xero knowledge
- Exhaustive knowledge of Microsoft Word, Excel & Outlook
- Irish Driving License
What the job involves
- You will ensure long-term retention of our customers, maximising their satisfaction of, and loyalty to, LEAP and minimising customer churn
- You are an ambassador for LEAP & an expert in our software. You will be talking to and meeting with our customers nationwide to ensure that they’re making the most of their LEAP case management software subscription
- Develop and maintain an outstanding knowledge of LEAP software & it’s companion products
- Promote use of the full suite of LEAP products & drive adoption of LEAP’s newest features
- Advocate customer needs and lead issue resolution cross-departmentally, act as the voice of our
- Customers
- Contact customers post-install to introduce yourself as their Customer Success Manager & identify any
- Immediate areas of concern
- Touch base with your customers throughout their life-cycle to check that they’re up to date with our
- Latest developments & using LEAP to its full potential
- Analyse “Customer Health” metrics, NPS results and other feedback to identify customers who are not
- Realising the full benefit from their investment in LEAP
- Reach out pre-renewal to identify & resolve any potential issues before they escalate into a reason not
- To renew
- Identify the need for, schedule & conduct onsite / remote visits & training sessions
- Schedule & conduct visits where other departments have identified a need
- Monitor high-volume call loggers to see if they’d benefit from additional training
- Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage
- Behaviour
- Convert happy customers into reference sites for New Business to use
- Attend industry events to speak with existing customers
- Script & conduct customer webinars to showcase new features & ways to utilise LEAP
Our take
Managing a legal practice takes an immense amount of time and skill, and this can draw practices away from their clients. Leap solves this problem by offering a suite of practice management, accounting and collaboration tools.
Leap has gained a great deal of traction since its launched, largely because it offers practices a comprehensive, all-in-one solution that is proven to improve productivity. Leap now has offices in six countries and is trusted by over 61,000 lawyers around the world. This is testament to the platform's considerable value.
Leap has secured a strong lead in the legal software market, but it will need to continuously build its product in order to remain as competitive as possible.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
My opinions are valued
"At LEAP anyone can ask questions in our daily huddles. The management really values our opinions and feedback, and regularly will refer back to a..."
Company benefits
- 8% Employer Pension Contribution
- Private Health Insurance, including Optical and Dental
- Professional Development Fund - £500 yearly allowance to grow and upscale your career
- £50 a month Gym Contribution - your choice of facility or activity
- Employee Assistance Program
- Monthly Office Socials
- Enhanced Parental Leave
- Yearly Service Rewards
- 25 days holiday (plus 8 bank holidays)
- Cycle to work scheme
- Perkbox Membership
- Life Insurance Cover
- Volunteer Day - We offer 1 day per year for a charity of your choice
Company values
- We CARE about what we do and the people we work with. Every single day, out LEAPsters work together to create legal practice productivity solutions for law firms, because we care about them, their business and how they serve our communities. The outcome is our leading LegalTech as well as a supportive and growth filled place to work, that feels like family.
- We continually IMPROVE to be the best. Through our collaborative nature with both our clients and teammates, we are continually improving our products, and each other. Striving for excellent in everything we do and aim to become the most valued LegalTech company in the world.
- We never, EVER give up! If we don't have the answer immediately, we persist and work together across the business utilising our diverse skills and experiences to provide the right solution. And we don't stop until we do!
Company HQ
Twickenham, UK
Articles
Leadership
Gareth Walker
(CEO)Previously Client DeliveryManager at LEAP, was a Helpdesk and IT Manager at Peapod Legal Office and was the Deputy Manager at Ladbrokes.
Salary benchmarks
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Diversity, Equity & Inclusion at LEAP Legal Software
- EDI Programmes and Initiatives at LEAP Legal Software LEAP's Culture Panel is an employee-led initiative run by it's staff, for it's staff. It's members volunteer to meet on a monthly basis to discuss, plan and provide feedback on ongoing Diversity, Equity and Inclusion (DE&I) projects and to further develop our DE&I offering. The Panel will also reach out to the wider business to consult on the initiatives they plan, and seek input from the varied backgrounds and cultures that make up our staff base. Our approach is always one of consultation as we continue to expand the teams' knowledge. Below are examples of some of the items the Panel has actioned: * Conduct an anonymised survey to understand the make-up of LEAP * Source and publish DE&I Training for all staff * Launch an Inclusion calendar of observed events and celebrations throughout the year
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