Job details

Customer Success 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 looking for an experienced, proactive, and professional Customer Success Consultant to join our successful Client Success team.

You will leverage your expert knowledge of our systems to benefit our extensive client base of UK law firms and set them up for success throughout their client journey.

Working closely with a portfolio of clients, you will understand their business needs and educate them on best practices they can use to help meet their goals.

You will provide proactive care with check-ins, training plans, and remote meetings, ultimately resulting in your clients having the confidence to use our software to its fullest and increasing the likelihood of us retaining their business.

This is a valuable opportunity to develop, hone, and utilise a multitude of valuable skills, including support, upselling, business analysis, and public speaking, all with the unified goal of guiding clients to a satisfactory outcome.

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

Hybrid working pattern, 3 days office and 2 days homeworking

REPORTS TO
Head of Client Success.

WHAT YOU WILL BE DOING

As key liaison between the company and our clients, your role will be to understand the client, their organisational structure, key contacts, processes, and objectives.
Conduct in-depth analysis of client requirements and objectives, identifying opportunities to align our software system with their business goals.
Gather and relay client feedback to internal teams, contributing to product enhancements, new feature development, and overall service improvement.
Stay updated on industry trends, emerging technologies, and best practices, continuously enhancing your expertise to better serve clients.
You will use the knowledge you have gained to ensure clients have access to the products and services they need to achieve their goals.
Understand the extent of our responsibility to a client and to push back in a tactful manner if and when expectations exceed what can reasonably be requested.
You will ensure client feedback is heard and acted upon.
Working closely with all departments you will act as a client advocate within the decision-making process. In particular, provide insight to product management, sales and marketing on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and client engagement processes that ensure rapid adoption.
Listen to ideas and concerns from other team members, both within the CSC team and others.
Communicate clearly your ideas within a team environment.
Make sure to be a reliable team member by sticking to deadlines and completing any assigned work.

WHAT WE NEED FROM YOU

Exhaustive knowledge of Microsoft Word, Excel & Outlook.
Ability to communicate workarounds simply & concisely.
Understanding of the law firm’s culture & expectations.
Understanding of Solicitor’s Account Rules.
Onsite training experience.
Strong interpersonal skills with the ability to build trust, establish rapport, and develop meaningful relationships with clients.
Excellent written and verbal communication skills, with the ability to articulate complex concepts in a clear and concise manner.
Strong analytical and problem-solving skills to understand client needs, troubleshoot issues, and provide effective solutions.
Comfortable working with software systems and ability to quickly learn and understand complex software applications.
Proven track record of meeting or exceeding targets, driving client satisfaction, and fostering long-term client relationships.
Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and effectively manage multiple client relationships simultaneously.
Strong team player with the ability to collaborate cross-functionally and leverage internal resources to meet client needs.
Must be a car owner with a full UK driving license.
Willing to travel when required.