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

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
Additional qualities that would be nice to have:
An extensive understanding of Legal Accounting rules and bookkeeping
Knowledge of QuickBooks, Xero, Gainsight and/or Salesforce

Client Success Manager

Key skills