LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 600 people, have offices in the USA, Canada, Australia and the UK with more than 12,000 law firms using our software worldwide. We are seeking a Director of Practice Management Advisors to join our highly motivated, high velocity and growing team. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful.
The role would suit an individual who enjoys working in a high-pressured environment, can execute tasks quickly and efficiently and work autonomously as well as in a team. We are looking for a contributor of ideas with a desire to progress their career in a high performing culture and high growth company, who has a passion for people management and exceeding expectations.
We employ people who are smart and can get things done.
THE ROLE
As Director, you will lead our Practice Management Advisors to ensure the satisfaction, retention, and growth of our client base. You will play a pivotal role in building and maintaining strong relationships with clients, understanding their needs, and working collaboratively across departments to deliver exceptional service. This position is key to minimizing churn, maximizing client satisfaction and helping increase LEAP’s revenue growth and requires strategic thinking, leadership skills, and a deep commitment to driving client satisfaction and business success.
You must have the ambition to perform in a fast-paced environment, be able to think quickly on your feet and solve problems. Your never give up attitude is essential.
You will be responsible for:
· Leading and mentoring a team, providing guidance, support, and ongoing training to ensure high performance, and professional development
· Developing and executing strategic plans including goals, objectives, and ley performance indicators to drive client satisfaction, retention, and revenue growth.
· Empowering the team to become product experts on LEAP Software, including its legal content and integrated partner software. Master the nuances of the LEAP product ethos and effectively communicate it its marketplace value.
· Fostering a culture of accountability, collaboration, and continuous improvement.
· Proactively addressing client concerns, escalations, and challenges, working cross-functionally to find solutions, and enhance customer experience.
· Implementing and evaluating initiatives aimed at boosting product satisfaction and reducing churn throughout the customer lifecycle.
· Acting as voice of the customer by continuously engaging with clients to assess their satisfaction levels, maximize their utilization of LEAP, identify improvement areas, and implement tailored strategies to drive usage of LEAP and value -added integrations.
· Leveraging webinars and LEAP University to underscore the ongoing value and enhancements of LEAP software.
· Utilizing digital strategy to improve customer satisfaction, increase productivity and reduce churn rates without increase in CAC.
· Implementing strategy to increase lifetime value of the customer.
· Maintaining and developing additional comprehensive reporting on product adaptation and client feedback to identify trends and opportunities for improvement.
· Recruiting, guiding, motivating, and developing the careers of your team members, fostering a culture of excellence and growth.
· Managing and working with cross-functional teams to implement, test, and measure customer lifecycle initiatives to improve product adoption and reduce churn.
· Measuring and reporting on product adoption KPIs.
· Focusing on key clients with onsite visits and clear communication about the value of LEAP.
- Exceptional organizational skills and self-discipline.
- Minimum 3 years’ experience in team management.
- Proven record in customer facing role withing a technology environment; 5+ years preferred. Proficient in leveraging cross functional teams for effective problem resolution. Knowledge of customer success best practices, methodologies, and tools, with a passion for driving client satisfactions and business growth.
- Strategic thinker with a data-driven approach to decision making, able to analyze complex situations, identify opportunities, and develop effective solutions.
- Deep understanding of small law firm dynamics and client management. Previous experience with Salesforce, Tableau, Gainsight, Gainsight Analytics, Gong and Jira preferred.
- Strong background with a bachelor’s degree or 3 years’ experience in similar role.
- Experience with data and utilizing analytical skills when making decisions and strategic recommendations.
- Expertise in conflict resolution, addressing client concerns and frustrations constructively, ensuring positive outcomes and maintaining strong client relationships. Expertise in Legal Accounting principles and familiarity with QuickBooks and Xero.
- Proficient in the latest versions of Microsoft word, excel and outlook.
- Outstanding communication skills, both written and verbal with passion for technology.
*This vacancy is for internal candidates only*
Closing date for applications July 15th, 2024
- Medical, Dental and Vision Plans Available
- 401k with Company Matching Program
- Virtual Staff Events
- Employee Assistance Plans
- Flexible Annual Leave
- Company Shares Opportunity
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.