LEAP Wealth

General

• Complaint handling and management, acting as an escalation point for customer complaints.
• Taking ownership of complex investigations
• Cancellation management and reporting
• Maintaining a database of feedback and complaint logs
• Interrogating data to develop and support service quality initiatives.
• Supporting continuous improvement through the identification of issues and implementing proactive measures to resolve recurring problems.
• Reviewing existing departmental processes and procedures to ensure excellent customer service is delivered.
• Developing quality plans and retention strategies to ensure the customer churn rate is in line with company targets and processes are optimised to drive such results
• Identifying new opportunities to reduce churn from recommendations through to implementation
• Keeping up to date with relevant legislation to ensure processes and procedures are aligned with regulation and company direction
• Handling and resolution of contractual queries/disputes
• Reviewing terms and conditions and other relevant documentation
• Assisting with commercial debt recovery and legal process
• Undertaking legal or relevant research to support departmental improvement and growth
• Ensure ongoing conformity with organisational security policies, standards, procedures, and control frameworks, including risk management and incident management processes

Quality Coordinator

Frontend Engineer

• Partner closely with several key stakeholders including Global’s Senior Web Developer, Regional Marketers, Marketing Automations team, Regional Web Developers and DevOps to maintain existing and build new features across multiple websites
• Bring your keen eye for detail and passion for providing a good user experience to drive innovation and shape the future of LEAP's global marketing efforts
• Success of this role partly relies upon communicating effectively with regional and cross-functional teams

Global Web Developer

Account Executive

• You’ll start with every territory of Australia’s largest law firms available for you to hunt — selling LEAP Enterprise (LEAP practice management plus Efimis GL and trust accounting) from first outreach through to signed, multi-year agreement.
• Reporting to the Manager, LEAP Enterprise AU/NZ, you’ll work alongside dedicated Project Managers and Transition Managers who look after your clients once the deal is signed as well as our SDR team, Sales manager and Product manager as well.
• This is a genuine hunter role. You’ll spend real time prospecting and building your own pipeline, run your own discovery and qualification conversations, and manage long, multi-stakeholder sales cycles with Managing Partners, COOs, CFOs and IT leads — then stay close through the handover to implementation so firms get to value fast.

Application Engineer

• Conduct regular internal Penetration Testing across Web App, APIs, Internal and External Infrastructure
• Red Teaming, Threat modelling and Code reviews
• Create detailed vulnerability reports and share with key stakeholders
• Communicate findings and recommendations clearly and effectively
• Track vulnerability remediation
• Conduct threat modelling sessions with internal development teams
• Coordinate third-party penetration tests and support compliance and audit requirements

Application Security Engineer

• Assist with the ongoing maintenance and optimisation of existing websites
• Use reporting, analysis, and monitoring tools to improve website design, performance, and functionality
• Collaborate with the wider team to build new websites that accurately reflect design intent
• Contribute ideas and recommendations to improve our global websites and digital experience
• Support the creation, maintenance, and ongoing improvement of website documentation

Financial Planning and Analysis

• Own end-to-end accounts payable cycle, ensuring timely and accurate vendor payments and supporting cash flow management
• Review and process vendor invoices, ensuring proper coding, backup, approval and compliance
• Maintain vendor master data and resolve vendor inquiries and discrepancies
• Prepare and review payment runs with supporting documentation, applying approval workflows and internal controls
• Perform intercompany reconciliations for AP-related transactions, investigate differences, and prepare accruals and adjustments to ensure accurate period-end reporting
• Collaborate with Accounts Receivable and work cross-functionally as needed
• Support the upcoming ERP implementation
• Apply Canadian sales tax rules correctly across transactions, including GST/HST and provincial sales taxes (PST, RST and QST) in the jurisdictions where we operate
• Review the sales tax treatment applied to vendor invoices/ customer billing / employee reimbursements, identifying and correcting errors
• Prepare, review and check GST/HST and PST/RST return submissions for accuracy and completeness ahead of filing deadlines
• Reconcile sales tax general ledger accounts and prepare supporting entries for accurate period-end reporting
• Monitor changing provincial sales tax obligations and flag new registration or filing requirements as we grow
• Calculate and process monthly sales commissions in line with current compensation plans
• Reconcile commission calculations, investigate and resolve discrepancies, and partner with Sales and Finance to ensure accuracy
• Support commission reporting, accruals and month-end close

Finance Operations Specialist

Customer Success Manager

• You'll be the face of LEAP for our high-value clients, making sure they get genuine, measurable value from our software at every stage of their journey.
• Own the end-to-end relationship for a portfolio of strategic accounts, from onboarding through renewal and beyond
• Serve as a strategic advisor capable of discussing firm performance, operational workflows, financial processes, and business objectives
• Build trusted, multi-level relationships with firm partners, practice managers, and day-to-day users
• Run structured business reviews that connect what our software does to what each firm is trying to achieve
• Lead customer adoption initiatives and organizational change efforts across your portfolio
• Develop adoption strategies tailored to different user groups — from managing partners to legal assistants
• Coordinate with implementation, training, support, and product teams to serve busy legal teams efficiently
• Help firms successfully navigate process and technology changes with confidence
• Partner with internal teams to support renewals and identify expansion opportunities grounded in real client value
• Maintain strong customer retention and satisfaction outcomes across your portfolio
• Surface opportunities for additional products, services, and strategic initiatives
• Advocate for customer needs internally — you're the client's voice inside LEAP
• Identify and proactively mitigate renewal risks before they become churn
• Address stakeholder concerns early, before they become escalations
• Develop executive-level recovery plans when accounts need to be turned around
• Maintain accurate account health assessments and forecasting, and act early when the data tells you something's off

Strategic Account Client Success Manager

Sales

• Develop a deep understanding of the legal tech market and how our innovative software disrupts it
• Ensure proper policies and processes are followed within the team
• Devise effective territory and marketing strategies, and collaborate with leadership as needed
• Maintain proper and accurate forecasting
• Develop a deep understanding of your pipeline, and assist/coach on individual opportunities to ensure maximum success and closing rates
• Assist in sales calls and onsite visits as needed
• Recruiting and leading Business Development Professionals to achieve sales goals
• Coach, lead, and develop the team to ensure everyone meets their full potential
• Ensure and keep a strong employee morale on your team, and maintain strong teamwork within the sales organization
• Participate in industry or promotional events (e.g. trade shows) as needed

Regional Sales Manager

Product Adoption Specialist

• Act as a key point of contact for law firms adopting LEAP’s AI solutions, guiding them from initial onboarding through to long-term success and meaningful usage.
• Lead training sessions and hands-on enablement to ensure firms are confident in using our AI tools, helping them integrate these capabilities into their day-to-day workflows.
• Drive adoption by identifying opportunities to deepen usage, introducing new features, and supporting firms in getting the most value from LEAP’s AI capabilities.
• Build strong, trusted relationships with clients by understanding their needs, workflows, and challenges while positioning yourself as a go-to advisor on how to best leverage our technology.
• Gather and translate client feedback into clear, actionable insights, working closely with Product, Development, and other internal teams to inform ongoing enhancements and innovation.
• Monitor engagement and usage trends to proactively identify risks or opportunities, ensuring clients remain successful and continue to see value in the platform.
• Support growth initiatives by uncovering opportunities to expand usage of LEAP’s solutions across firms and practice areas.
• Collaborate cross-functionally to refine training materials, onboarding processes, and adoption strategies as our AI offerings evolve.

AI Adoption Specialist

Business Development Rep

• Sell LEAP Software and achieve required revenue quota
• This includes performing webinar demonstrations and sales presentations, following-up/following-through on all required tasks, e-mails, and activities required to have a successful outcome for as many opportunities as possible
• Manage Territory
• Develop a sales strategy for the assigned geographical territory
• Maintain a business plan quarterly, with goals and KPI tracking for territory
• Ensure BDR is aligned, and develop synergy and great teamwork with BDR team
• Align with the customers that will help us connect further with more firms
• Ongoing Training
• Be open to coaching and feedback, and use available tools such as Gong, to continually improve
• Maintain strong product knowledge, and attend continual training
• Use available sales assets while working through sales process
• Prospect in territory as needed, take responsibility for top-of-funnel growth in pipeline
• Manage your pipeline properly on Salesforce CRM, keeping tasks and information up-to-date, and coordinating with all staff in-house and at prospect firm, to ensure we do everything we can to win a deal
• Negotiate properly to achieve best sales price, and offer incentives as required
• Achieve highest possible closing% for all leads
• Coordinate and involve other team members and management as needed
• Provide forecasting, and update all fields as needed to help maintain accurate pipeline

Business Development Manager

Analyst

• Review bank statements and other financial documents when extraction tools encounter edge cases
• Correct errors and validate running balances
• Make sure the data lawyers rely on is accurate
• Collaborate with team members to improve internal tools, accuracy, efficiency and automation
• Identify recurring patterns and suggest improvements to products and processes
• Create documentation and resources for internal tools and data extraction processes
• Provide wider support to the development team where needed

Quality Coordinator

Global Web Developer

Account Executive

Application Security Engineer

Global Web Developer

Finance Operations Specialist

Strategic Account Client Success Manager

Regional Sales Manager

AI Adoption Specialist

Business Development Manager

Junior Data Quality Analyst