Client Success Manager, LEAP Legal Software

• 2+ years’ experience in a client facing role with a technology company or Legal background
• Exceptional organizational skills and self-discipline
• Ability to leverage cross functional business and technical resources to provide timely issue resolution
• A thorough understanding of varying law firm’s culture and expectations
• LEAP certification, or an aptitude for quick learning
• An in-depth knowledge of the latest versions of Word, Excel and Outlook
• Ability to leverage data to inform and support critical decisions
• Familiarity with dealing with client conflict and frustrations in a positive manner

Desirable

• 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