Client Services Consultant

SOS is part of the LEAP group. Operating since 1987, SOS is a fantastic team of experts in providing legal business management software. A combination of our software, our people, and our clients has led to the development of software that enables us to help firms do business, better.

Our experience ensures that software development, projects, and training are performed confidently, but it’s always our people who make it happen.

THE ROLE
We are seeking an experienced, proactive, professional Client Services Consultant to join our successful Client Services team.

You will have the ability to understand client requirements and create practical solutions for your business. You will supply a broad range of services primarily focusing on front-end customisations, and integrations, and provide technical support to our clients.

This role will adhere to company project management methodologies to facilitate successful implementation.

The role has a significant focus on the creation of customer satisfaction and revenue through the development, implementation, and management of measurable, scalable, and sustainable services.

You will contribute thought leadership in an area of expertise to help develop the business, defining future ways of working to better meet customer needs.

The role provides inventive solutions to issues faced by senior management, develops action plans for change, and ensures the implementation of initiatives through work and efforts individually and by the team.

You will undertake any other duties consistent with skills and experience, as directed by the reporting manager.

Working Pattern & Location
09:00 – 17:30 Monday to Friday, Bath Office.

Hybrid working pattern, 2 days office, and 3 days home working.

REPORTS TO
Head of Consultancy.

WHAT YOU WILL BE DOING

Service Delivery:

• Contribute to scoping of customisation requirements for both new and existing clients.
• Delivery of front-end system customisations and reporting.
• Liaise with the development team on more complex technical customisations.
• Contribute to the maintenance of SOS’s ‘out of the box’ work type offerings.
• Assist with escalated support tickets.
• Scoping, creation, and deployment of third-party integrations.
• Deliver webinar content to clients.
• Assist in the delivery of training and resources for clients (documentation and video).
• Assistance in the creation and maintenance of the SOS FAQs.
• Contribute to the continuous improvement of departmental processes, policies, business operations, quality control, and adherence to them.
• Facilitate communications to ensure the transfer of information and skill sets that support company growth.
• Continued learning on SOS products.
• Assist with establishing best practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organisation.
• Ensure project methodology is executed effectively within the capacity of the Client Services role.
• Act as an internal quality control check for the projects or services.
• Maintain best practices and consulting following company standards and excellence.

Team Contributions:

• Participate in regular team meetings to enhance team knowledge, highlight roadblocks, and enable effective team communication.
• Report to the management team on business metrics were required.
• Provide input on skill gap analysis for the business. Facilitate training and development needs for those individuals identified. Increase the effectiveness and efficiency of the skills of the team for continuous improvement.
• (Senior Team Members) Provide support and coaching to employees to enable effective performance.  Act as a mentor for the team by providing direction on best practices and company standards on consulting levels.

WHAT WE NEED FROM YOU

Experience:

• Experience in a Technical Services role, preferably in the Legal software market and/or Legal Office environment.

• Strong customer focus.
• Superior oral and written communication skills.
• Experience in business analysis.
• Exceptional analytical, conceptual, and problem-solving capabilities.
• Effectively prioritise and execute tasks in a high-pressure environment.
• A strong track record of achievement in a service organisation or software vendor setting.
• Familiarity with bug tracking and version control.
• Strong ability to deal with ambiguity.
• Strong ability to find creative solutions to situations.
• Strong ability to identify and manage innovation.
• Strong ability to motivate others.
• Good strategic agility.
• Ability to contribute towards building effective teams.

Knowledge:

• Knowledge of object-oriented programming is desired. 
• Experience with SQL, XML, JSON is desired.
• Experience with MS Office & Windows is essential.
• A valid UK driving license. This role requires visits to client sites.

WHAT YOU WILL GET IN RETURN

On top of a competitive salary, you will also receive an attractive benefits package:

• SOS pays 8% of your qualifying salary into your pension.
• Private Health Insurance, including Optical and Dental.
• Life Insurance cover.
• Employee Assistance Program.
• PerkBox Membership.
• 25 days holiday (plus 8 bank holidays).
• Free light lunch and snacks.