Customer Success Manager

Overview

Customer Success Manager, Battersea office (London), or Cardiff office

Permanent, full-time, hybrid working model: 3 days in the office and 2 days remote.

Responsibilities

• Develop and maintain an outstanding knowledge of LEAP software & its companion products.
• Promote use of the full suite of LEAP products & drive adoption of LEAP's newest features.
• Advocate for customer needs and lead issue resolution cross-departmentally, acting 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 customers throughout their life cycle to ensure they're up to date with 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.

Qualifications

Essential Requirements:

• 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 week.
• 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.
• On-site training experience.
• Basic Xero knowledge.
• Exhaustive knowledge of Microsoft Word, Excel & Outlook.
• Access to own car and ability to drive (generous car allowance provided).
• Articulate & well presented.

Desirable Requirements:

• Excellent applied LEAP knowledge - LEAP certification preferable.
• Experience troubleshooting common LEAP issues.

Benefits

• LEAP pays 8% of your salary into your pension.
• Private health insurance, including optical and dental.
• £80 a month gym contribution.
• Life insurance cover.
• Employee Assistance Program.
• Generous Professional Development Fund.
• Enhanced parental leave.
• PerkBox membership.
• Cycle to work scheme.
• 25 days holiday (plus 8 bank holidays).
• Work anniversary rewards.
• Paid time off to give blood.
• Volunteer day - 1 day per year for a charity of your choice.
• Free healthy breakfast, light lunch, and snacks.
• A dog friendly office.

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 difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think flexible hybrid work, enhanced parenting policy, regular social events, free gym membership, and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture, and we're committed to empowering LEAPsters with resources and career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.

Closing Date: Monday, 29th September