“When you believe in the power of LEAP, it’s easy to help our network of lawyers believe too.”

CLIENT RELATIONSHIP MANAGER, Sydney Australia

·        Our Client Relationship Managers ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to LEAP.

·        Work for a Culture that values its Employees

·        Full-time, hybrid

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 RELATIONSHIP TEAM

Our Client Relationship Managers are the passionate product experts building trusted client relationships that turn new and existing customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others.

Reporting to the Director of Client Engagement, you will be involved in aspects of support, account management, product and feature demonstration, education of clients and more. 

Our Client Relationship Managers ensure long-term retention of our clients, maximising their satisfaction of, and loyalty to, LEAP and minimising client churn. They effectively engage with at-risk clients to win their confidence and to develop successful product adoption and retention strategies.

WHAT YOU’LL DO

·        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

WHAT YOU’LL BRING

• Experience working within the legal industry, preferably in practice management
• Proven ability to negotiate and engage in a confidence-winning manner, achieving commercial outcomes and high levels of client satisfaction and loyalty
• Track record of meeting and / or exceeding sales targets and KPIs
• Ability to build strong relationships with both clients and internal stakeholders through confidence and trust
• Effectively deal with difficult clients and situations
• Experience within a similar business development/relationship-building role (desired, but not essential)

• Friendly, supportive, and driven culture
• Complimentary gym membership
• 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

LIFE AT LEAP

LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

At LEAP, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify.

…unless you are representing a third-party agency. Thanks for thinking of us, but we will not review any CVs from external recruitment agencies.

SOUND LIKE A JOB YOU WERE BORN TO DO? WE WANT TO HEAR FROM YOU AND CAN'T WAIT TO RECEIVE YOUR APPLICATION!

More you should know

Discover the human side of cutting edge LegalTech.

The Game Changers:

At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

Primary Accountabilities, Duties and Responsibilities:

• Develop and implement robust security measures to protect our digital infrastructure.
• Conduct regular security assessments and audits to identify vulnerabilities and mitigate risks.
• Collaborate with cross-functional teams to integrate security best practices into our products and processes.
• Stay updated on emerging cyber threats and industry trends to proactively enhance our security posture.
• Respond to security incidents promptly, investigate root causes, and implement corrective actions.

We'd love to hear from you if have:

• Bachelor's degree in Computer Science, Cyber Security, or a related field.
• Demonstrable experience in cyber security roles, preferably within the payments sector.
• Proficiency in network security, encryption protocols, and secure coding practices.
• Relevant certifications (e.g., CISSP, CEH) are advantageous.

What's Next:
We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

*AP+ are not working with Recruitment Agencies for this role*

The Game Changers:
At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

The Purpose:

At Australian Payments Plus (AP+), we're on a mission to revolutionise the payments industry and ensure the security of payments infrastructure across Australia. As the Chief Information Security Officer (CISO), you will play a critical role in safeguarding AP+ systems and data from cyber threats.

As the CISO, you will provide strategic and operational leadership for AP+'s information security program. You will develop and implement comprehensive security initiatives, policies, and procedures to protect our systems, networks, and data. You will be responsible for identifying and mitigating risks, managing security incidents, and ensuring compliance with relevant regulations and standards.

In addition, you will drive a culture of security awareness and promote best practices across the organisation. You will collaborate with cross-functional teams to integrate security into the development lifecycle and provide guidance on secure coding practices. You will also stay up to date with the latest industry trends and emerging threats to continuously enhance AP+'s security posture.

As the CISO your key responsibilities will be:

• Cyber Security Management
• Identity & Access Management
• Risk Management
• Security Architecture
• Testing, Compliance & Certifications
• Partner & Vendor Management
• People Leadership

In order to be considered for the CISO role you will need to demonstrate:

• Tertiary qualifications in Computer Science, Information Technology, or a related discipline.  And/or equivalent relevant knowledge and experience. 
• Professional security management certification such as CISM, CISSP or equivalent.
• Robust and proven experience leading and growing security functions in innovative, leading edge and fast paced environments.
• 10+ years’ experience in risk management and information security in a technical environment
• Experience leading, directing and developing technical staff in the execution of security program and project initiatives.
• Experience with contract and vendor negotiations and management including managed services.
• Experience with Cloud computing.
• Experience creating, testing and maintaining business continuity management and disaster recovery plans.
• Effective interpretation of security-related data allows CISOs to detect potential security threats.
• In-depth technical knowledge of cybersecurity tools and concepts, such as intrusion detection systems, firewalls, risk identifying tools and SIEM systems
• Strong understanding of information security, risk, privacy, and regulatory compliance
• Extensive knowledge of risk management techniques.
• Innovative thinking and leadership with an ability to lead and motivate cross-functional, interdisciplinary teams.
• Familiarity with relevant regulations and standards (e.g., PCI-DSS, ISO 27001).

What’s Next:
We know applying for a role can be a nerve-wracking experience, so we endeavor to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.
We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.

LegalVision is a market disruptor in the commercial legal services industry. Our mission is to power the success of every business by delivering legal support that is proactive, affordable and commercial, and the key way we do this is through our industry-first legal services membership. We have assisted over 200,000 businesses across the UK, Australia and New Zealand, and we’re just scratching the surface. We were named Law Firm of the Year at the 2021 and 2022 Australasian Law Awards and a 5-star Employer of Choice by Australasian Lawyer in 2023.

The Opportunity

We are excited to be recruiting recent law graduates to join LegalVision as part of our July 2024 Graduate Program intake!

The intake will include full-time, permanent roles in the following practice areas:

• Franchising
• Immigration

There will be no rotations. When submitting your application, please indicate your preferred practice area/s.

Successful candidates must be available to commence full-time work in our Sydney office no later than Tuesday, 9 July 2024.

The LegalVision Graduate Program presents a unique opportunity to launch your legal career at Australia’s fastest-growing law firm. LegalVision was founded to improve access for every business to quality legal services, disrupt the traditional law firm model, and promote a culture of technological innovation in Australia and beyond. As a Graduate at LegalVision, you will play a critical role in bringing this mission to life. 

You will receive comprehensive formal and on-the-job training focused on technical legal knowledge, matter management, and client service to give you a strong understanding of the legal needs of Australian businesses, in order to provide pragmatic advice.

What You’ll Be Doing

Under the supervision of our Practice Leaders and Senior Lawyers, you’ll be communicating directly with clients and taking carriage of matters from your first few months! You’ll play a key role in helping clients to efficiently resolve their legal issues while providing an excellent client experience along the way.

Depending on your chosen Practice Area, the responsibilities of our graduate lawyers may include (among other things): 

• Franchising: Advising on all aspects of franchising law, including the preparation of franchising agreements, assisting and advising clients with initial franchise structuring and set-ups, negotiating grants, renewals and surrenders, assisting with franchise sales and buybacks, and advising clients on the management of their franchise network.
• Immigration: Assisting corporate clients and high-profile individuals in relation to employer-sponsored work visas, labour agreements, global talent visas, training visas and business innovation and investor visas.

The Ideal Candidate

• Qualified with strong academics: You are a recent law graduate with strong grades and are either already admitted as a Lawyer or will be admitted by the end of 2024.
• Wants to do things differently and isn’t the average law graduate: You have an entrepreneurial mindset and are keen to grow as a lawyer in an innovative, tech-driven NewLaw environment.
• Passionate about the client experience: You are focused on your clients and you’re dedicated to creating experiences that exceed client expectations.
• Personable, empathetic and resilient: You are friendly, warm and professional. You celebrate the ups and push through and learn from the downs.
• Cool and calm under pressure: You are an organised and efficient worker, and can effectively manage competing priorities.

The Perks

• Fast-paced environment with accelerated growth opportunities for high performers.
• Talented and energetic teammates across Australia, New Zealand and the UK.
• Unlock additional annual leave per year, plus paid birthday leave, volunteering leave, and parental leave.
• Annual budget to spend on external learning and development opportunities.
• Regular firm-wide socials, drinks and team lunches.
• Friendly and relaxed office environment in Surry Hills, super close to Central Station.

Apply Today!

If joining LegalVision as a Graduate Lawyer sounds like the perfect start to your legal career, we’d love to hear from you! Applications close at 11:59 pm AEST on Sunday, 5 May 2024. Applications must be accompanied by your final (or most recent if you haven't yet finished uni) academic transcript.

1. Please let us know which is your preferred practice area?
2. Tell us why you're excited to apply for a graduate role in this practice area!
   

Shortlisted candidates will be invited to participate in a phone screen, followed by an in-person interview at our Surry Hills office.

Good luck!

• Are you a technical whizz looking for a new challenge?
• Deliver exceptional customer service to troubleshoot our clients’ issues
• Be part of a supportive and nurturing team

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.

About the team
Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable team. Our entire team are passionate, driven, customer focussed consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies.

You will build your product knowledge by resolving product, software and related environmental issues as reported by our clients in a high-volume, transactional environment.

We are looking for two HelpDesk roles available to support our Family Law and Property teams.

What you'll do

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
• Answer general client software and hardware queries
• Action inbound and outbound calls as assigned to achieve daily KPIs
• Troubleshoot, diagnose, and resolve application issues
• Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation
• Maintain LEAP software knowledge against the capability matrix

What you'll bring

• Technical expertise – you will have a strong technical background, confident in cmd command prompts, interpreting xml files,  and be capable of independently resolving client related tech issues within LEAP software
• A passion for providing excellent customer service and seeing problems through to resolution.
• Proven ability to manage high-volume, transactional calls.
• Competence in MS Office
• Building customer loyalty – you effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.
• Technical / professional knowledge and skills – you’ve achieved a good level of technical and professional skill, and understanding of relevant areas of law, and you keep up with current developments and trends in those areas of expertise.
• High impact communication – you can clearly and succinctly convey information and ideas to individuals and groups in a variety of situations. You communicate in a focused and compelling way.
• A proactive approach. You take prompt action to accomplish objectives, taking action to achieve goals beyond what is required.
• Managing work (includes time management) – effectively managing one’s time and resources to ensure that work is completed efficiently
• Demonstrated ability to learn new skills – you can assimilate and apply new job-related information in a timely manner.

What you’ll get

• Friendly, supportive, and driven culture
• Generous Parental Leave benefits
• One additional paid "Be Me" leave day per year to celebrate being you!
• Complimentary gym membership
• Fully stocked pantry
• Monthly massages
• Monthly celebrations for birthdays, work anniversaries, new joiners
• Opportunity to participate in our Employee Share Plan