Client Success Manager NZ

Client Success Manager, New Zealand

Hybrid role based in Auckland, with some travel required. Remote candidates elsewhere in NZ may be considered.

Full training provided for this career change into a small, supportive team.

Long term career path with an award-winning global SaaS business.

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to 'Help lawyers who help people'. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you'll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious 'LEAPsters' working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you'll find yourself in good company here.

Our Client Success team are the experienced LEAP specialists responsible for managing, workshopping solutions, and retaining clients with LEAP's Core product as well as Integrated Products and Apps. As a trusted LEAP expert, you'll work closely with clients to enable easy and efficient utilisation of LEAP software, leaving our clients free to focus on what they do best.

You'll provide hands-on, on-site and face-to-face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space, guiding clients from day one right through to 'business as usual'.

We're looking for a Client Success Manager with a background working in a law firm who understands the pain points and needs of our clients (law firms). You can apply your legal background along with your relationship management skills to ensure long-term retention of our clients. You will maximise our client's satisfaction and loyalty to the LEAP product which will minimise client churn, and effectively engage with at-risk clients to win their confidence and develop successful product adoption and retention strategies. You will be involved in aspects of support, account management, product and feature demonstration and education of clients.

To make this happen, you will:

• Maximise the productivity of clients using LEAP by confidently demonstrating new features, products and add-ons
• Build trusted relationships by understanding our client's challenges and needs and provide/facilitate effective solutions
• Work with key stakeholders (Principals and Practice Managers) to suggest improvements to productivity and utilisation using LEAP features and products
• Identify at-risk accounts by monitoring and analysing "Client Health" metrics, NPS results and other feedback to identify clients who are not realising the full benefit from their investment in LEAP
• Collate positive client testimonials for use in marketing material
• Represent the voice of the client to provide input into LEAP Dev, Marketing and Sales
• Collaborate closely with Implementations, Renewals and Companion Product teams to address issues and to identify expansion / upsell opportunities
• Ensure all client activity is accurately logged in Salesforce (CRM) in a timely manner
• Attend and present at conferences, roadshows, webinars, exhibitions and events, networking with existing clients and prospective clients
• Achieve individual and team targets, including "Top 5" goals aligned with the company's goals