Manager of Client Success
| Company | LEAP Legal Software |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Demonstrable experience managing a team of Client Success managers
- Exceptional organizational skills and self-discipline
- Demonstrable experience in a law firm environment
- Positive and professional attitude
- Ability to leverage cross functional business and technical resources to provide timely issue resolution
- An aptitude for quick learning
- An in-depth knowledge of the latest versions of Word, Excel and Outlook
- Superb communication skills, both written and verbal
- A passion for technology
- Ability to leverage data to inform and support critical decisions
- Familiarity with dealing with client conflict and frustrations in a positive manner
- A clean driver’s license for onsite visits
Responsibilities
- Provide hands-on leadership to the Client Success team, including Senior Client Success Managers and Client Success Managers.
- Set clear goals and expectations for team members and regularly review performance.
- Foster a positive, collaborative, and high-performing team culture.
- Conduct regular 1:1s, team meetings, and professional development opportunities.
- Translate company objectives into actionable plans for the Client Success team.
- Lead the rollout of initiatives to enhance client retention, satisfaction, and success.
- Monitor and adjust strategies based on performance data, client feedback, and market trends.
- Ensure team members meet or exceed KPIs, including customer satisfaction, retention rates, and upsell/cross-sell targets.
- Analyze and report on team performance metrics to the Director of Client Success.
- Identify areas for improvement and implement targeted coaching or training programs.
- Serve as an escalation point for complex client concerns, ensuring timely and satisfactory resolution.
- Represent the voice of the client internally, providing actionable insights to improve products, services, and processes.
- Maintain strong relationships with high-value clients as needed.
- Standardize processes to ensure consistent service delivery across all client segments.
- Stay informed about industry best practices and incorporate them into team operations.
- Partner with Sales, Marketing, Product, and Support teams to align efforts and deliver a seamless client experience.
- Share insights on client needs and opportunities with Director of Client Success to influence company strategy and product development.
- Collaborate with Director of Client Success on the development of new Client Success programs, resources, and tools.
Preferred Qualifications
- An extensive understanding of Legal Accounting rules and bookkeeping
- Knowledge of QuickBooks and/or Xero
- A thorough understanding of varying law firms’ culture and expectations