Client Integrations Manager

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 Client Success Team

Our Client Success team are the experienced LEAP specialists responsible for managing, onboarding, training and retaining clients with LEAP’s Core product as well as Integrated Products and Apps. This is a team of trusted LEAP experts who work closely with clients to enable easy and efficient utilisation of LEAP software, leaving our clients free to focus on what they do best.

The team 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’.

What you'll do

You will liaise with clients, onboard them and complete training to ensure they get the best value out of LEAP’s Integrated Products during their term on contract. This role will best suit someone who has experience in training clients, has technical skills and excellent multitasking abilities. you will work towards onboarding, training, and supporting our clients during their journey with LEAP. Your day to day might include:

• Build and maintain strong, long-lasting relationships with clients, positioning yourself as a trusted advisor to foster client loyalty and satisfaction.
• Educate clients on new products, features, and best practices to enhance their experience and ensure successful adoption of LEAP and its suite of products.
• Maximise the productivity of law firms by promoting the effective use of LEAP’s Integrated Products.
• Provide proactive guidance and strategic recommendations to help clients optimise their use of products and services, driving value and increasing client satisfaction.
• Monitor and assess client satisfaction, identify potential support issues, and track success metrics to ensure continuous improvement in service delivery.
• Deliver world-class product demonstrations and training sessions for clients on LEAP’s Integrated Products.
• Act as the liaison between clients and technical teams (developers, Quality Assurance, and Escalations) to ensure successful implementation, integration, and issue resolution.
• Manage the Integrated Products support queue within Salesforce, including tracking activities and KPIs to monitor performance and resolve client inquiries.
• Collaborate closely with internal teams and stakeholders to ensure the on-time delivery and successful implementation of LEAP Integrated Products.
• Plan and host webinars on LEAP’s Integrated Products and Apps to educate and support law firms.

To be successful in this technical role you will have extensive LEAP product knowledge and a proactive approach to client satisfaction. On top of that, you will bring:

• Strong ability to work both independently and collaboratively within a team environment.
• Proven track record in managing conflicting priorities and deadlines while achieving business objectives.
• Excellent communication skills, with the confidence to liaise effectively with both internal and external stakeholders.
• Proficient in phone communication, confidently engaging with clients and addressing their needs.
• Previous experience working with IT consultants and technicians is preferred but not essential.
• Familiarity with LEAP Legal Software, Integrated Products, and Marketplace Apps is highly regarded.
• Exceptional organisational skills, with the ability to handle multiple tasks and prioritise effectively to meet deadlines.

You'll also be great at

• Time Management: effectively managing one’s time and resources to ensure that work is completed efficiently
• Attention to detail: ensuring that all processes followed correctly and efficiently.
• 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
• Building customer loyalty: effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Expanding and advancing opportunities – engaging with clients to explore their situations and needs; probing underlying issues that suggest broader solutions; maximising the productiveness of interactions by monitoring and building on customers’ cues; articulating and promoting a path forward
• Continuous learning – actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application

LEAP will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful. In addition to that you'll receive:

• Friendly, supportive, and driven culture
• Complimentary gym membership
• Flexible Work Environment
• 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