Legal Productivity Advisor
LEAP Legal Software, Ireland
Job Description
I’m transforming new LEAP users into highly productive practitioners almost every day.
Legal Productivity Advisor, Dublin Office
- You will ensure long-term retention of our customers, maximising their satisfaction of, and loyalty to, LEAP and minimising customer churn.
- You are an ambassador for LEAP amp; an expert in our software. You will be talking to and meeting with our customers nationwide to ensure that they’re making the most of their LEAP case management software subscription.
- Work for a Culture that values its Employees
- Permanent, Full-time, Hybrid
About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.
Meet the Productivity team
Our Productivity Consultants are the experienced LEAP specialists bringing new users to our network and setting them up for success from day one. As a trusted LEAP expert, you’ll work closely with clients to enable easy and efficient adoption of LEAP software, with a seamless transition that leaves our clients free to focus on what they do best.
From initial project meetings right through to follow up training, you’ll provide hands-on, on-site and face to face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space, guiding clients from day one right through to ‘business as usual’.
Requirements
What you'll do
- Develop and maintain an outstanding knowledge of LEAP software amp; it’s companion products
- Promote use of the full suite of LEAP products amp; drive adoption of LEAP’s newest features
- Advocate customer needs and lead issue resolution cross-departmentally, act as the voice of our
customers - Contact customers post-install to introduce yourself as their Customer Success Manager amp; identify any
immediate areas of concern - Touch base with your customers throughout their life-cycle to check that they’re up to date with our
latest developments amp; using LEAP to its full potential - Analyse Customer Health metrics, NPS results and other feedback to identify customers who are not
realising the full benefit from their investment in LEAP - Reach out pre-renewal to identify amp; resolve any potential issues before they escalate into a reason not
to renew - Identify the need for, schedule amp; conduct onsite / remote visits amp; training sessions
- Schedule amp; conduct visits where other departments have identified a need
- Monitor high-volume call loggers to see if they’d benefit from additional training
- Examine usage reports to identify if a customer becomes disengaged or exhibits unusual usage
behaviour - Convert happy customers into reference sites for New Business to use
- Attend industry events to speak with existing customers
- Script amp; conduct customer webinars to showcase new features amp; ways to utilise LEAP
What you'll bring
Essential:
- A minimum of 3-5 years experience working in a similar role
- Legal or accounting background/qualifications
- Responsible for renewals and quality
- Nationwide travel approx. 1 to 2 days per week
- Exceptional organisational skills
- Superb written amp; verbal communication
- Self-disciplined amp; self-motivated
- A passion for technology
- Ability to communicate workarounds simply amp; concisely
- An understanding of the small law firm’s culture amp; expectations
- An understanding of Solicitor’s Account Rules
- Onsite training experience
- Basic Xero knowledge
- Exhaustive knowledge of Microsoft Word, Excel amp; Outlook
Desirable:
- Excellent applied LEAP knowledge LEAP certification preferable
- Experience troubleshooting common LEAP issues
LEAP is an inclusive, people-fir