LEAP Wealth

Customer Success Manager

LEAP Wealth

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • 🇬🇧 United Kingdom

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

About the role

  • **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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
LEAP softwarecase management softwarecustomer health metricsNPS resultsusage reportson-site trainingXeroMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Soft skills
customer advocacyissue resolutionorganisational skillswritten communicationverbal communicationself-disciplineself-motivationpassion for technologyability to communicate simplypresentation skills
Certifications
legal qualificationsaccounting qualifications