Customer Success Manager

Customer Success Manager, Dublin

• You will ensure long-term retention of LEAP customers, maximizing their satisfaction of, and loyalty to, LEAP and minimizing customer churn.
• You are an ambassador for LEAP & an expert in their software. You will be talking to and meeting with their customers nationwide to ensure that they’re making the most of their LEAP case management software subscription.
• Work for a culture that values its employees.
• Permanent, full-time, hybrid.

About LEAP 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. What you’ll do

• 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 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 your customers throughout their life-cycle to check that they’re up to date with our latest developments & using LEAP to its full potential.
• Analyze “Customer Health” metrics, NPS results and other feedback to identify customers who are not realizing 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.
• 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 behavior.
• 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 utilize LEAP.

What you’ll bring

• A minimum of 3+ 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 organizational skills.
• 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.
• Excellent applied LEAP knowledge – LEAP certification preferable.
• Experience troubleshooting common LEAP issues.

Other Requirements

• Access to own car and ability to drive (generous car allowance provided).
• Articulate & well-presented. LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all of the requirements above, we encourage you to still submit your application.

What you’ll get

• A competitive salary, car allowance, and achievable bonus scheme, as well as an excellent benefits package.
• LEAP pays 8% of your salary into your pension.
• Monthly €59 contribution to healthcare.
• Monthly €59 Gym Contribution.
• Life Insurance.
• Income Protection.
• Yearly Work Milestone reward.
• Professional Development allowance of €500 per employee per year.
• Cycle to Work Scheme.
• 25 Days holiday.

Life at LEAP LEAP is all about impact, growth and ownership. They’re united by a genuine passion for what they do, enriched by the care they show to their customers and each other and driven by the difference they can make together. LEAPster culture is about prioritizing and celebrating the incredible humans behind their market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more. They strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and they’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With LEAP, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad. #J-18808-Ljbffr