Customer Success Consultant

About SOS

As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry. At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The role

We are looking for an experienced, proactive, and professional Customer Success Consultant to join our successful Customer Success team. This is a fixed-term maternity cover for 12 months, with the possibility of an extension. You will leverage your expert knowledge of our systems to benefit our extensive client base of UK law firms and set them up for success throughout their client journey. Working closely with a portfolio of clients, you will understand their business needs and educate them on best practices they can use to help meet their goals. You will provide proactive care with check-ins, training plans, and remote meetings, ultimately resulting in your clients having the confidence to use our software to its fullest and increasing the likelihood of us retaining their business. This is a valuable opportunity to develop, hone, and utilise a multitude of valuable skills, including support, upselling, business analysis, and public speaking, all with the unified goal of guiding clients to a satisfactory outcome.

Working Pattern & Location

• 09:00 – 17:30 Monday to Friday, Bath or Leeds office
• Hybrid working pattern, 3 days office, and 2 days homeworking

REPORTS TO

Head of Client Success

What you’ll do

• As a key liaison between the company and our clients, your role will be to understand the client, 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.
• You will use the knowledge you have gained to 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 tactfully if and when expectations exceed what can reasonably be requested.
• You will ensure client feedback is heard and acted upon.
• Working closely with all departments, you will act as a client advocate within the decision-making process.
• In particular, provide insight to product management, sales, and marketing on what innovation and continuous improvement are needed in the user experience, product capabilities and features, and client engagement processes that ensure rapid adoption.
• Listen to ideas and concerns from other team members, both within the CSC team and from others.
• Communicate your ideas within a team environment.
• Make sure to be a reliable team member by sticking to deadlines and completing any assigned work.

What you’ll bring

• 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.
• On-site 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 the 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 you’ll get

On top of a competitive salary and commission, we also offer an excellent benefits package:

• SOS pays 8% of your qualifying salary into your pension.
• Private health insurance, including optical and dental.
• Life insurance cover.
• Employee Assistance Program.
• PerkBox membership.
• 25 days holiday (plus 8 bank holidays).
• Free light lunch and snacks.

More you should know

• Discover SOS.
• Meet our team.
• Discover more SOS opportunities.