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

Start your leadership journey with ALDI! From driving sales, to serving customers and supervising staff, our Duty Managers always lead from the front.

Your purpose is ensuring our store runs smoothly during your shift. You'll be supporting and guiding team members, handling customer inquiries and working collaboratively as part of the store management team. All the while, you'll be honing your leadership skills and truly making a difference for your team and our customers.

The specifics? Here's what you’ll be doing:

• Opening and closing the store and supervising shifts
• Offering feedback to the team that's clear, constructive, and inspiring
• Assisting in training and onboarding team members
• Being a customer service superstar and serving customers at the registers with a smile
• Keeping shelves stocked with products so that our customers can find all their favourites
• Keeping a keen lookout for any incidents or hazards to keep everyone safe

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing:

• Manages activities of an entire product line through several product managers.
• Establishes operational objectives and work plans and delegates assignments to subordinates.
• Objectives are reviewed by senior management to determine success of operation.
• Developing, modifying and executing company policies that affect immediate operations.
• Works on issues where analysis of situations or data requires an in-depth knowledge of organization objectives, implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results, and establishes and ensures adherence to budgets, schedules, work plans, and performance requirements.
• Manages the product revenue and profitability for the assigned product line(s).
• Completes product investment and profitability analyses, win/loss analyses, business alliance management of key partners and product management metrics.
• Regularly interacts with senior management or executive levels on matters concerning products and/or clients.
• Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship.

What you bring:

• Minimum 10 years of experience in the financial services industry (preferably in product management discipline) as well as management and/or leadership experience. Pragmatic Marketing certification or equivalent is required.
• Bachelor’s degree in business or marketing or the equivalent combination of education, training, or work experience.
• This level requires the ability to communicate with all levels of management.
• Thorough knowledge of FIS products supported
• Requires general business skills, industry knowledge, financial management and planning skills, long-term vision and executive presence
• Effective presentation and interpersonal skills
• Knowledge of financial services industry and associated products
• Excellent skills in communicating ideas both verbally and in written form in a clear, concise and professional manner
• Ability to utilize judgment in decision making process and decisions related to job tasks
• Ability to communicate effectively with all levels of management in an organized, professional manner
• Client relationship management skills, understanding and focusing on clients’ needs, establishing credibility and building positive, professional, relationships with clients
• Team skills, including ability to establish and maintain effective working relationships with all levels within organization, internally and externally
• Requires strong time management skills, attention to detail and must be resourceful
• Analytical, problem-solving skills
• Project management skills; ability to prioritize and complete tasks
• Requires leadership and negotiation skills
• Flexibility, versatility, dependability

What we offer you:

• Competitive salary
• Attractive benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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