Entry - level role supporting effective customer success plans and fostering strong customer relationships at Ideagen. Collaborate with cross - functional teams for onboarding and retention activities.
About the role
- Customer Success Manager ensuring long-term customer retention and satisfaction with LEAP software for law firms. Engaging clients nationally and conducting training and support to drive product adoption.
Responsibilities
- **What you'll do**
- You will ensure long-term retention of our customers, maximising their satisfaction with, and loyalty to, LEAP and minimising customer churn.
- Serving as a brand ambassador for LEAP and a subject-matter expert in our software. You will be talking to and meeting with our customers nationwide to ensure that they’re making the most of their LEAP case management software subscription.
- In this role, you will:
- 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 your customers throughout their life cycle to check that they’re up to date with our latest 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.
Requirements
- **What you'll bring**
- **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.
Benefits
- **What you'll get**
- A friendly, supportive, and driven company culture, where innovation and collaboration are at the heart of what we do.
- You will receive a competitive salary, a generous car allowance, and an excellent benefits package:
- 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 – We offer 1 day per year for a charity of your choice.
- Free healthy breakfast, light lunch, and snacks.
- A dog friendly office.
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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