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. As a trusted LEAP expert, you’ll work closely with clients to enable easy and efficient utilisation of LEAP software, leaving our clients free to focus on what they do best.

You'll 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

As our newest Sydney based Client Success Manager you will ensure long-term retention of our clients with your relationship management skills and knowledge of the legal industry. You will maximise our client's satisfaction and loyalty to the LEAP product which will minimise client churn, and effectively engage with at-risk clients to win their confidence and develop successful product adoption and retention strategies. You will be involved in aspects of support, account management, product and feature demonstration, education of clients and your day to day might look like this:

• Maximise the productivity of clients using LEAP by confidently demonstrating new features, products and add-ons
• Build trusted relationships by understanding the client’s challenges and needs and provide/facilitate effective solutions
• Work with key stakeholders (Principals and Practice Managers) to suggest improvements to productivity and utilisation using LEAP features and products
• Identify at-risk accounts by monitoring and analysing “Client Health” metrics, NPS results and other feedback to identify clients who are not realising the full benefit from their investment in LEAP
• Collate positive client testimonials for use in marketing material
• Represent the voice of the client to provide input into LEAP Dev, Marketing and Sales
• Collaborate closely with Implementations, Renewals and Companion Product teams to address issues and to identify expansion / upsell opportunities
• Ensure all client activity is accurately logged in Salesforce (CRM) in a timely manner
• Attend and present at conferences, roadshows, webinars, exhibitions and events, networking with existing clients and prospective clients
• Achieve individual and team targets, including “Top 5” goals aligned with the company’s goals

To be successful in this client facing role you will have 2+ years experience working in a law firm in some capacity and a proactive approach to client satisfaction. On top of that, you will bring:

• A proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high levels of client satisfaction and loyalty
• A track record of meeting and / or exceeding sales targets and KPIs
• The ability to build strong relationships with both clients and internal stakeholders through confidence and trust
• Experience navigating challenging situations and clients

You are the type of person who

• Builds trusting relationships using appropriate interpersonal styles to establish effective relationships with clients and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions
• Is proactive – you take prompt action to accomplish objectives, and achieve goals beyond what is required
• Is passionate about client satisfaction – you take responsibility for client satisfaction and loyalty and can sense the appropriate approach to ongoing client support
• Has high impact communication – you can clearly and succinctly convey 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
• Has exceptional time management – you can effectively manage your time and resources to ensure that work is completed efficiently and to the highest of standards!
• Has strong presentation skills – you can effectively present LEAP features to a group of people and ability to read the room

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

Report to the Resorts General Manager, you will consider yourself a confident and absolute 'all round' resort leader, as this varied role will see you, build and maintain successful relationships and a positive culture amongst the team to enhance guests and key stakeholders relationships.  You will provide a versatile approach in leadership and support and in all areas of park operations, from Food and Beverage and Events, to Housekeeping and daily operational leadership. 

What You’ll do

• Oversee the smooth running of park day to day operations
• Provide a versatile and hands-on approach in supporting your department heads to ensuring quality standards, effective communication and consistency across all areas of the resorts operation
• Ensure an amazing guest experience and continue to drive the customer journey
• Maintain appropriate levels of employees in all areas of Park operations and ensure the Resort is structured effectively in order to exceed guest service
• Focus on enhancing employee culture and retention
• Oversee and ensure a seamless operation in the Food and Beverage and conference/events space
• Support the General Manager to monitor and manage key business performance indicators
• Monitoring and maintaining a high standard of safety of all guests, visitors and employees
• Proven ability to manage and develop staff of all levels

What you’ll bring 

• You will be able to demonstrate experience in leading or overseeing teams and driving a positive team and guest focused culture
• You will have previous experience as an Operations Manager, Hotel/Resort or Assistant Park Manager, or Head of Department in a large property
• An ability to understand employment awards
• You will demonstrate a flexible attitude to work and the passion to work as part of an operational team who are hands on, confident and have a passion for delivering outstanding guest service
• You walk the talk and can communicate to team members, guests and stakeholders of all levels.
• Previous experience in food and beverage, or events based related management is an absolute bonus

What’s in it for you? 

At Parks & Resorts we are not just about discounts (although you do get these too). We know everyone leads a life of their own and regardless of what stage you are at we have something to suit! 

• Progressive leave and well-being benefits to help you balance all of life's priorities 
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts. 
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more 
• “ME” day – one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year 
• Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements 
• Discounts on all NRMA insurance products including car, home & travel 
• Grow or progress your career and move around the country or across the NRMA Group's business with us. 

Know you belong 

At NRMA Parks & Resorts we celebrate and welcome difference and work together to create an inclusive workplace where our people feel respected, heard, valued and connected no matter what background or experience.  We welcome people from all walks of life and embrace unique perspectives.  

Are you nodding your head as you read this?  Ready to roll up your sleeves and really make a difference? Apply now!  We will be actively recruiting for this position immediately, so do not hesitate.  We cannot wait to hear from you! 

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.