“When you believe in the power of LEAP, it’s easy to help our network of lawyers believe too.”
Our Legal Practice Advisors ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to LEAP. Work for a Culture that values its Employees Full-time, hybrid work setup
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 PRACTICE MANAGEMENT TEAM
Our Practice Management Teams are the passionate product experts building trusted client relationships that turn new and existing customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others.
Reporting to the Director of Client Engagement, you will be involved in aspects of support, account management, product and feature demonstration, education of clients and more.
Our Legal Practice Advisors ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to, LEAP and minimising client churn. They effectively engage with at-risk clients to win their confidence and to develop successful product adoption and retention strategies.
WHAT YOU’LL DO
- Maximise the productivity of clients using LEAP by confidently demonstrating new features, products and add-ons
- Build trusted relationships by understanding the client’s challenges and needs and provide/facilitate effective solutions
- Work with key stakeholders (Principals and Practice Managers) to suggest improvements to productivity and utilisation using LEAP features and products
- Identify at-risk accounts by monitoring and analysing “Client Health” metrics, NPS results and other feedback to identify clients who are not realising the full benefit from their investment in LEAP
- Collate positive client testimonials for use in marketing material
- Represent the voice of the client to provide input into LEAP Dev, Marketing and Sales
- Collaborate closely with Implementations, Renewals and Companion Product teams to address issues and to identify expansion / upsell opportunities
- Ensure all client activity is accurately logged in Salesforce (CRM) in a timely manner
- Attend and present at conferences, roadshows, webinars, exhibitions and events, networking with existing clients and prospective clients
- Achieve individual and team targets, including “Top 5” goals aligned with the company’s goals
WHAT YOU'LL BRING
- Proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high levels of client satisfaction and loyalty
- Track record of meeting and / or exceeding sales targets and KPIs
- Ability to build strong relationships with both clients and internal stakeholders through confidence and trust
- Effectively deal with difficult clients and situations
- Experience within a similar business development/relationship-building role (desired, but not essential)
- Experience working within the legal industry, preferably in practice management (desired, but not essential)
- LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all of the requirements above, we encourage you to still submit your application.
WHAT YOU NEED TO BE REALLY GOOD AT
- Building trusting relationships using appropriate interpersonal styles to establish effective relationships with clients and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions
- Initiating action – taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
- Technical/ professional knowledge and skills – having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
- Maintaining client satisfaction – supporting clients during the implementation of sales and throughout the relationship; seeking and taking appropriate actions on client feedback; resolving difficult issues in a timely and professional manner; taking responsibility for client satisfaction and loyalty
- High impact communication – clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions
- Maintaining work standards – setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
- Managing work (includes time management) – effectively managing one’s time and resources to ensure that work is completed efficiently
- Presentation skills – effectively present LEAP features to a group of people and ability to read the room
JOB STYLE (This role will suit people who enjoy the following activities / responsibilities
- Relationship building – developing and maintaining ongoing working relationships with others requiring interaction and mutual support
- Influencing others – using appropriate interpersonal styles and methods to inspire and guide individuals; gaining acceptance of ideas or plans
- High responsibility / accountability – receiving primary responsibility/accountability for completing tasks that might place heavy demands on one’s time and involvement
- Practical results – performing work that results in concrete outputs or outcomes
- Continuous Learning – increasing knowledge and skill when circumstances call for additional learning
- Travel – regularly traveling away from the office and throughout the state, depending on territory and priorities
- Friendly, supportive, and driven culture
- Complimentary gym membership
- Fully stocked pantry
- Monthly massages
- Break out area and sporting activities
- Monthly celebrations for birthdays, work anniversaries, new joiners
- Generous Parental Leave benefits
- One additional paid "Be Me" leave day per year to celebrate being you!
- Opportunity to participate in our Employee Share Scheme
LIFE AT LEAP
LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.
LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.
We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.
MORE YOU SHOULD KNOW
Discover the human side of cutting edge LegalTech.
Discover more LEAP opportunities.
…unless you are representing a third-party agency. Thanks for thinking of us, but we will not review any CVs from external recruitment agencies.