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For Companies At a Glance
- Tasks: Manage client accounts, improve retention, and boost revenue while nurturing relationships.
- Company: Join Osprey Approach, a SaaS company revolutionizing legal practice management for UK law firms.
- Benefits: Enjoy performance bonuses, remote work, professional growth, and quarterly team socials.
- Why this job: Be the voice of clients, influence product development, and make a real impact in a growing company.
- Qualifications: 2+ years in client success or account management, excellent communication skills, and a proactive mindset.
- Other info: Travel across the UK to meet clients and prospects, ensuring their success with our solutions.
The predicted salary is between 36000 - 60000 £ per year.
Our mission is to make running a law firm easier. Our client success team sits at the heart of our mission to collaborate and guide clients to ensure our tech is helping them meet their business goals.
We have an exciting opportunity to join our growing client success team to foster deep relationship with our clients and our prospects who are looking for a new solution for their firm.
Pracctice Limited, trading as Osprey Approach, is a SaaS company developing and delivering legal accounting, practice, and case management software to SME law firms across the UK.
The client success manager role
As a client success manager, you will be responsible for managing existing client accounts to improve retention and boost revenue. You will also play a crucial role in the sales function by attending demos with clients, nurturing relationships, and converting opportunities. Reporting to the Marketing Director, you’ll take ownership of your portfolio’s success and ensure our clients and pipeline prospects are satisfied, successful, and see the value in our solutions.
This position requires someone who is tenacious, empathetic, and adaptable. We’re looking for someone what has the initiative, communication and problem-solving skills to build genuine relationships that can guide and influence our clients and prospects.
You’ll be the voice of our clients and prospects and so you’ll have a strong influence on our marketing messaging, product roadmap, and services we offer. This is a great opportunity for someone with big ideas, a client-focused mindset, and a proactive attitude.
This role requires travel to client and prospect offices across the UK.
Client success key responsibilities:
- Client relationship management: Build and maintain strong, trusted relationships with clients, understanding their needs and ensuring high satisfaction and successful outcomes.
- Account growth: Ensure high retention rates and identify opportunities for upselling and cross-selling across your client portfolio. This includes securing contract renewals and educating clients on the full range of Osprey products and services.
- Strategic planning: Conduct regular account reviews, create growth strategies, and ensure long-term success for your clients.
- Escalation management: Monitor client health metrics and proactively address any issues or concerns. Be the escalation point for other departments across the business.
- Onboarding and project management: Liaise with the implementation and professional services team on new client implementations to ensure a smooth and successful onboarding.
- Reporting: Maintain detailed, accurate, and up to date client and opportunity information on Salesforce.
- Sales pipeline development: Attend product demos and consultation meetings with potential clients to provide insights and support the product specialist. Follow up with prospective clients to nurture leads and convert them into satisfied customers.
- Feedback & continuous improvement: Collaborate with the marketing, product, support, and implementation teams to provide feedback from clients and to continually improve our service.
What makes you a great fit?
Experience:
- 2+ years’ experience in a client success, account management, or business development role
- Preferably experience in a SaaS or tech environment
Skills:
- Excellent communication and interpersonal skills with the ability to build and maintain strong relationships with clients
- Strong commercial acumen with the ability to identify opportunities and influence decision makers
- Proactive and results-oriented mindset
- Excellent attention to details, ensuring quality outcomes across client interactions
- Strong problem-solving skills and the ability to think on your feet
- Familiarity with CRM software and other sales tools
Style:
- Highly motivated with a client-focused mindset
- Commercially savvy and can think creatively to solve problems
- Adaptable and not afraid to try new things
- Proactive and wants to have an impact on team success
What we offer:
- Performance-based bonuses and commission structure
- Opportunities for professional growth and development
- A supportive and collaborative work environment
- Fully remote role with a head office in Malvern
- Quarterley team socials
- The chance to make a significant impact and influence in a growing company
Customer Success Manager employer: Osprey Approach Legal Software UK
Contact Detail:
Osprey Approach Legal Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarize yourself with the legal tech landscape, especially SaaS solutions for law firms. Understanding the specific challenges and needs of your potential clients will help you build rapport and demonstrate your expertise during interviews.
✨Tip Number 2
Highlight your experience in client relationship management by preparing examples of how you've successfully retained clients or grown accounts in previous roles. Be ready to discuss specific strategies you used to enhance client satisfaction.
✨Tip Number 3
Showcase your problem-solving skills by preparing to discuss scenarios where you've had to address client concerns or escalations. This will demonstrate your ability to think on your feet and adapt to changing situations.
✨Tip Number 4
Research Osprey Approach's products and services thoroughly. Being able to speak knowledgeably about their offerings and how they can benefit clients will set you apart as a candidate who is genuinely interested in contributing to their success.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Manager position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in client success, account management, or business development. Emphasize your communication skills, problem-solving abilities, and any experience you have in a SaaS or tech environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client success and your proactive mindset. Use specific examples from your past experiences to demonstrate how you can build strong relationships and drive client satisfaction.
Highlight Relevant Skills: In your application, make sure to emphasize your excellent interpersonal skills, commercial acumen, and familiarity with CRM software. These are crucial for the role and will help you stand out as a candidate.
How to prepare for a job interview at Osprey Approach Legal Software UK
✨Show Your Client-Centric Mindset
During the interview, emphasize your experience in building and maintaining strong relationships with clients. Share specific examples of how you've successfully managed client accounts and improved satisfaction, as this aligns perfectly with the role's focus on client success.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss situations where you've had to think on your feet to resolve client issues. Highlight your proactive approach and adaptability, showcasing how you can handle challenges effectively while ensuring client satisfaction.
✨Familiarize Yourself with SaaS Solutions
Since the company operates in the SaaS space, it’s crucial to understand their products and services. Research Osprey Approach and be ready to discuss how their solutions can benefit law firms, demonstrating your commercial acumen and ability to influence decision-makers.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview, such as conducting a mock demo or handling a client escalation. Practice these scenarios beforehand to showcase your communication skills and ability to nurture leads effectively.
