Customer Success Specialist

4 weeks ago


Leeds, Leeds, United Kingdom LEAP Legal Software Full time
About the Role

We are seeking an experienced Customer Success Consultant to join our successful Client Success team at LEAP Legal Software. This is a fixed-term maternity cover for 12 months, with the possibility of an extension.

Key Responsibilities
  • Act as the key liaison between our company and clients, understanding their organisational structure, key contacts, processes, and objectives.
  • Conduct in-depth analysis of client requirements and objectives, identifying opportunities to align our software system with their business goals.
  • Gather and relay client feedback to internal teams, contributing to product enhancements, new feature development, and overall service improvement.
  • Stay updated on industry trends, emerging technologies, and best practices, continuously enhancing your expertise to better serve clients.
  • Ensure clients have access to the products and services they need to achieve their goals.
  • Understand the extent of our responsibility to a client and to push back in a tactful manner if and when expectations exceed what can reasonably be requested.
  • Ensure client feedback is heard and acted upon.
  • Work closely with all departments to act as a client advocate within the decision-making process.
Requirements
  • Exhaustive knowledge of Microsoft Word, Excel & Outlook.
  • Ability to communicate workarounds simply & concisely.
  • Understanding of the law firm's culture & expectations.
  • Understanding of Solicitor's Account Rules.
  • Onsite training experience.
  • Strong interpersonal skills with the ability to build trust, establish rapport, and develop meaningful relationships with clients.
  • Excellent written and verbal communication skills, with the ability to articulate complex concepts in a clear and concise manner.
  • Strong analytical and problem-solving skills to understand client needs, troubleshoot issues, and provide effective solutions.
  • Comfortable working with software systems and ability to quickly learn and understand complex software applications.
  • Proven track record of meeting or exceeding targets, driving client satisfaction, and fostering long-term client relationships.
  • Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and effectively manage multiple client relationships simultaneously.
  • Strong team player with the ability to collaborate cross-functionally and leverage internal resources to meet client needs.
  • Must be a car owner with a full UK driving license.
  • Willing to travel when required.
What We Offer
  • Competitive salary and commission.
  • Excellent benefits package, including 8% pension contribution, private health insurance, life insurance, employee assistance program, PerkBox membership, 25 days holiday (plus 8 bank holidays), and free light lunch and snacks.


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