LEAP Wealth

Customer Success Manager

LEAP Wealth

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • Ensure long-term retention of customers, maximising satisfaction and minimising churn
  • Serve as a brand ambassador and subject-matter expert in LEAP software
  • Work closely with clients nationwide to enable adoption of LEAP case management software
  • Provide hands-on, on-site and face-to-face support from initial project meetings through follow-up training
  • Contact customers post-install to introduce yourself and identify immediate concerns
  • Touch base with customers throughout their lifecycle to promote new developments and full product use
  • Analyse Customer Health metrics, NPS results, and feedback to identify disengaged customers
  • Reach out pre-renewal to identify and resolve issues to prevent non-renewal
  • Identify, schedule and conduct onsite/remote visits and training sessions
  • Schedule visits when other departments identify a need
  • Monitor high-volume call loggers and examine usage reports for unusual behaviour
  • Convert happy customers into reference sites for New Business
  • Attend industry events to engage with existing customers
  • Script and conduct customer webinars to showcase new features and usage

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
  • (Desirable) LEAP certification preferable
  • (Desirable) Experience troubleshooting common LEAP issues