At a Glance
- Tasks: Build strong relationships and ensure members receive top-notch legal support.
- Company: Join LegalVision, a forward-thinking law firm with a vibrant culture.
- Benefits: Enjoy 25 days holiday, private health insurance, and a budget for learning.
- Other info: Fast-paced environment with great growth opportunities and supportive teammates.
- Why this job: Make a real impact by helping clients navigate their legal needs.
- Qualifications: Customer service experience and a passion for client success are key.
The predicted salary is between 30000 - 40000 £ per year.
LegalVision is a commercial law firm built for high-performing teams who want to work differently. Through our fixed-fee legal membership, we provide unlimited legal support to SMEs and in-house teams. Our team uses custom-built technology to deliver fast, high-quality legal support with predictable pricing for clients and rewarding careers for those who work here. With operations across the United Kingdom, Australia and New Zealand, LegalVision offers clear progression, exposure to complex work at scale, and the opportunity to be part of an innovative law firm recognised as a 5 Star Employer of Choice, a Top 25 Attraction Firm, and Law Firm of the Year.
The Opportunity
We’re seeking a talented Client Success Manager to join our Growth team based in Manchester on a full time basis. As a Client Success Manager at LegalVision you will play a critical role in ensuring our members receive the legal support they need while driving retention and long-term engagement. A key focus of this position will be proactively managing membership hold and cancellation requests, identifying the reasons behind churn, and working on strategies to retain members long term. Our best Client Success Managers are strategic, business-savvy, and highly knowledgeable about our legal offerings. They are personable, proactive, organised, diligent, and always ready to assist members, address their concerns, and ensure they continue to see the benefits of their LegalVision membership. You’ll have challenging but attainable KPIs, talented colleagues, supportive leaders and excellent tools to help you succeed in the role. You will receive both formal and on-the-job training to give you a strong understanding of the legal and commercial needs of UK businesses.
Key Responsibilities
- Build strong relationships with new members and guide them through the onboarding process.
- Proactively manage membership hold and cancellation requests, working closely with members to understand their concerns and offer solutions that align with their needs.
- Suggest initiatives to reduce churn and enhance member retention.
- Identify opportunities for members to upgrade or extend their membership and provide tailored recommendations.
- Act as the primary point of contact for member inquiries, including platform navigation and legal service-related questions.
- Analyse member usage patterns to detect potential churn risks and proactively encourage ongoing membership value.
- Action client feedback to continuously refine and improve our membership offering.
- Collaborate with other LegalVision teams to enhance the overall member experience based on insights and feedback.
The Ideal Candidate
- Experienced in customer service/account management: You have at least six months of experience working in a customer service or account management role, and are excited to pursue a career in this area. Previous experience in a Client Success role will be looked upon favourably, but is not a requirement for this position.
- Passionate about helping clients: You have excellent client service focus, as well as the ability to troubleshoot and have difficult conversations when required. You’re dedicated to creating support experiences that exceed client expectations.
- Personable, empathetic and understanding: A friendly and professional demeanour will get you far as this role will be client-facing and relies upon identifying and solving client problems.
- Driven, autonomous and efficient: You work well independently and take ownership of your own activities and responsibilities. You are constantly looking for ways to challenge yourself and to improve yourself and the systems around you.
- Business and tech savvy: You will be using our innovative in-house technology to assist clients. You pick up new skills quickly. You are able to get into the mind of a business owner and understand their priorities and concerns.
The Perks
- Fast-paced startup environment with accelerated growth opportunities for high performers.
- Talented and energetic teammates across the UK, Australia and New Zealand.
- 25 days holiday (excluding bank holidays) plus contractual sick pay, paid volunteering, birthday and parental leave.
- Private Health Insurance (post probation).
- Annual budget to spend on external learning and development.
- Regular team socials, drinks and meals.
- Vibrant office environment in Ancoats + WFH options.
Apply Today! If this role sounds like it could be a great next step, we’d love to hear from you. Applications will be reviewed on a rolling basis and will close once the role is filled, so apply early to avoid missing out.
Client Success Manager in Manchester employer: LegalVision
LegalVision is an exceptional employer that champions innovation and growth within the legal sector. With a forward-thinking culture, employees benefit from clear career progression, exposure to diverse and complex work, and a supportive environment in our Manchester office or through flexible remote options. Join us to experience a rewarding career where your contributions are valued and professional development is prioritised.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LegalVision. 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 LegalVision 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 Client Success Manager in Manchester
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 LegalVision:Your cover letter is your chance to shine! Tell us why you want to work at LegalVision 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 LegalVision!
How to prepare for a job interview at LegalVision
✨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.
