Client Relations Advisor

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 400 people globally, have offices in the USA, Australia, Canada and the UK with more than 12,000 law firms using our software worldwide. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful.

We employ people who are smart and can get things done.

LEAP's Client Relations department manages escalated client disputes. We are seeking a Client Relations Advisor to facilitate client communications for the department and to assist on other legal or financial matters. You will be responsible for ensuring that customers' expectations are managed from order acceptance through to delivery and beyond, including complaint management.

This position reports into the Client Relations Director.

Responsibilities & Duties

• Reviewing licensing agreements and handling requests related to contractual documentation.
• Managing client contractual queries/disputes and developing solutions to client issues.
• Researching and investigating client claims and making critical decisions to categorize and resolve all inquiries.
• Assisting the Legal and Finance Departments with the management of default accounts and commercial debt recovery.
• Keeping records of case management and generating reports on client communication and client experiences.
• Supporting continuous improvement through identification of issues and implementing proactive measures to resolve recurring problems.
• Reviewing existing departmental processes and procedures to ensure excellent customer service is delivered.
• Coordinate meetings and calls with clients to address concerns and next steps.

Requirements

• Excellent drafting and communication skills.
• Must be organized and a self-starter, who works well under pressure.
• Familiarity with Salesforce is a plus.
• Must be able to multitask and work on different urgent topics throughout the workday.
• Flexibility to collaborate with various departments to remove roadblocks for clients.
• Ability to analyze large view of client situation and collect all relevant information to find solutions.
• Experience in dispute resolution or complaint management preferred.
• Solid customer service experience coupled with resilience.
• Able to negotiate effectively.
• Experience working in a law firm or an understanding of legal culture is preferred, but not required.

Benefits

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Virtual Staff Events
• Employee Assistance Plans
• Unlimited PTO
• Company Shares Opportunity
• We are a certified Great Place to Work!

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.