At a Glance
- Tasks: Support clients in using LEAP software and ensure their success.
- Company: Join LEAP, a leader in legal productivity solutions with a global presence.
- Benefits: Enjoy a competitive salary, generous car allowance, and excellent perks.
- Other info: Flexible hybrid work, personal development opportunities, and a supportive culture.
- Why this job: Make a real impact by helping lawyers thrive with innovative technology.
- Qualifications: 3-5 years in customer success, legal or accounting background preferred.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Base pay range and role information are provided by LEAP Legal Software. The position is for a Customer Success Manager in London, Battersea office, or Cardiff office.
Job type: Permanent, full-time, hybrid working model: 3 days in the office and 2 days remote.
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions and is part of ATI. For more than 30 years, LEAP has supported lawyers and their staff with productivity tools to help lawyers who help people. The software is used by more than 100,000 lawyers and their staff in small and medium-sized law firms. LEAP operates with an international team across multiple countries.
Meet the team: Our Customer Success Managers are experienced LEAP specialists who bring new users to the network and set them up for success from day one. You will work closely with clients to enable easy adoption of LEAP software and a seamless transition that allows clients to focus on their work.
What you'll do
You will ensure long-term retention of customers, maximize satisfaction and loyalty to LEAP, and minimize churn. You will act as a brand ambassador and subject-matter expert in LEAP software, meeting customers nationwide to ensure they get the most from their subscription. In this role, you will:
- Develop and maintain an outstanding knowledge of LEAP software and its companion products
- Promote the full suite of LEAP products and drive adoption of the 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 and identify immediate concerns
- Touch base with customers throughout their life cycle to ensure they are up to date with developments
- Analyse customer health metrics, NPS results, and feedback to identify customers not realising full benefit
- Reach out pre-renewal to identify and resolve potential issues
- Identify the need for, schedule, and conduct onsite/remote visits and training sessions
- Schedule visits where other departments have identified a need
- Monitor high-volume call loggers for potential additional training
- Examine usage reports to identify disengagement or unusual usage
- Convert happy customers into reference sites for New Business
- Attend industry events to engage with existing customers
- Scrip t and conduct customer webinars to showcase new features
What you'll bring
Essential Requirements:
- A minimum of 3-5 years' experience in a similar role
- Legal or accounting background/qualifications
- Responsible for renewals and quality
- Nationwide travel approx. 1 to 2 days per week
- Exceptional organizational skills
- Superb written & verbal communication
- Self-disciplined & self-motivated
- A passion for technology
- Ability to communicate workarounds simply and concisely
- An understanding of the small law firm’s culture and 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 Requirements:
- Excellent applied LEAP knowledge - LEAP certification preferable
- Experience troubleshooting common LEAP issues
LEAP is an inclusive, people-first company committed to breaking down barriers. If you meet some, but not all, of the requirements, we encourage you to apply.
Benefits
What you'll get:
A friendly, supportive, and driven company culture with a focus on innovation and collaboration. 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 – 1 day per year for a charity of your choice
- Free healthy breakfast, light lunch, and snacks
- Dog-friendly office
Life at LEAP
LEAP emphasizes impact, growth, and ownership. The LEAPster culture supports flexible hybrid work, parenting policies, social events, gym membership, and more. Personal development and career progression are prioritized with opportunities to grow, explore new roles, and work abroad.
Closing date
Closing Date: Monday, 29th September. We reserve the right to close early if a high volume of suitable applications is received. We encourage interested candidates to apply as soon as possible.
It’s fine to use AI to help with your application, just keep it genuine and reflective of you. A real person will read your CV and chat with you if invited to interview.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- IT Services and IT Consulting
#J-18808-Ljbffr
Customer Success Manager in London employer: LEAP Legal Software
LEAP Legal Software is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Battersea, London. With a strong commitment to employee growth, we provide extensive training support and a generous benefits package, including private health insurance and ample annual leave, ensuring our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LEAP Legal Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LEAP Legal Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LEAP Legal Software:Your cover letter is your chance to shine! Tell us why you want to work at LEAP Legal Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LEAP Legal Software!
How to prepare for a job interview at LEAP Legal Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
