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

Position: Senior Product Manager (Technology Consulting, Business Analysis)
Location: Sydney, Australia
WorkStyle: Sydney Hybrid based
Simple Machines. Data Engineered to Life™

Simple Machines is a leading independent boutique technology firm with a global presence, including teams in London, Sydney, San Francisco, and New Zealand. We specialise in creating technology solutions at the intersection of data, AI, machine learning, data engineering, and software engineering. Our mission is to help enterprises, technology companies, and governments better connect with and understand their organisations, their people, their customers, and citizens. We are a team of creative engineers and technologists dedicated to unleashing the potential of data in new and impactful ways. We design and build bespoke data platforms and unique software products, create and deploy intelligent systems, and bring engineering expertise to life by transforming data into actionable insights and tangible outcomes.

About You

We are looking for a consultant-minded individual who is passionate about working closely with clients to solve complex problems and lead them on a journey from discovery to technical implementation. You have a knack for understanding client needs and delivering market-leading solutions and have worked in Technology Consulting | Business Analysis | Software Development

You will love and excel in this role if you:

• Have a strong background in Technology Consulting, played a Senior Manager role within a top-tier consulting company.
• Have a refined understanding of how modern software is built and delivered (tools, methodologies, roles, common challenges etc.)
• A demonstrated knowledge of different methods and tools that help you to perform analysis, testing, product management and delivery in a range of environment
• Know how to effectively communicate information between people at all levels of the business, in written and verbal form
• Have a passion for accruing knowledge, and using that knowledge to continuously improve yourself and the team’s performance
• Personal interest in best practice and trends of the technology industry, with the ability to apply these to your day-to-day work
• A relationship builder by nature, and someone who can thrive in new teams and new situations
• A proactive person who knows what needs to be done, how to approach it, and how to influence others to move things forward
• An ambitious person who is excited about the prospect of joining a small, close-knit ANZ team of experts and helping it to grow

The Exciting Part

Simple Machines is not your average consultancy or software engineering firm. Our team is comprised of inspiring industry leaders in Consulting, Data Engineering, Machine Learning, and Artificial Intelligence. Our projects, for a global client base, are data-focused and drive real change.

About the Role

We are looking for someone to join our close-knit team of experts to help deliver our client engagements as we scale our ANZ business. If you excel in client facing roles, have a deep understanding of how modern software is built and delivered, and have a passion for technology then we’d love to hear from you.

Here’s a brief overview of the role’s responsibilities:

Drive the engagement

• Understand each clients’ unique business needs, the ‘why’ behind each project and develop solutions that will fulfil each clients’ success criteria
• Act as a translator between business teams and technology delivery
• Develop domain expertise unique to each engagement

Feed the engineering team

• Provide high quality written requirements, acceptance criteria, feature overviews, test cases and other artefacts for the team to work from
• Run effective meetings with team and stakeholders

Drive the team’s direction

• Clearly articulate the business needs and work with the tech team to translate these into technical requirements
• Persuade the client and the SM team on what should be done and why

Increase the team’s speed

• Understand and anticipate dependencies in software delivery
• Enable decision making through excellent communication

Assure the team’s focus

• Protect the engineering team from day to day ‘noise’
• Embed and optimise processes to handle our scope of work and new demand

Assure SM’s position with the client

• Build and nurture relationships with clients at all levels
• Help to manage SM’s delivery risk

Who is ShiftCare?

ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader that helps Australian & American disability support providers, in-home aged carers, and allied health professionals streamline the way they work by creating efficiencies in rostering, client management, and billing, enabling businesses to grow.

We are seeking a dynamic and experienced Customer Success Manager focused on onboarding to join our team. Our ideal candidate will engage and manage relationships with our customers, ensuring their satisfaction with our products and services, and driving retention and expansion of our customer base.

Responsibilities

• Product Mastery: Develop an in-depth understanding of our product and its features, and work closely with customers to help them maximise the value of our solution.
• Customer Relationships: Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise.
• Onboarding Ownership: Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure a seamless onboarding experience for our customers.
• Customer Health Monitoring: Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn.
• Product Adoption: Drive adoption and usage of our product by providing guidance, training, and best practices to our customers.
• SLA Management: Ensure SLAs are met and workloads are managed across all allocated onboarding setups.
• Cross-Functional Collaboration: Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and enhance the company's NPS.
• Customer Advocacy: Represent the voice of the customer to internal teams, providing feedback and insights to help drive product and service improvements.
• Upselling and Cross-Selling: Proactively identify opportunities to upsell and cross-sell our services.

Qualifications & Experience

• Education: Bachelor's degree in business, marketing, or a related field.
• Experience: 2+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business.
• Skills:
• Outstanding execution and product demonstration abilities.
• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
• Experience providing Zoom training sessions to customers with a broad range of technical aptitudes.
• Excellent problem-solving skills, with the ability to identify and resolve complex issues.
• Demonstrated ability to manage multiple projects and customers simultaneously.
• Technical Proficiency: Familiarity with customer success metrics, and the ability to analyse and interpret data to drive action.
• Software Experience: Experience with CRM and customer engagement software (e.g., HubSpot, Intercom, ChurnZero).
• Industry Knowledge: Previous experience working with timesheet, payroll, or accounting software is a bonus.
• Work Ethic: Ability to work independently and remotely, with a strong work ethic and time management skills.
• Industry Familiarity: Familiarity with our industry is a plus.

Key Competencies

• Customer-Centric Mindset: Always prioritising the needs and satisfaction of the customer.
• Strategic Thinking: Ability to see the bigger picture and contribute to the strategic direction of the customer success team.
• Proactive Approach: Taking initiative to anticipate customer needs and resolve potential issues before they escalate.
• Adaptability: Thriving in a fast-paced, dynamic environment with the ability to adapt to changing customer needs and priorities.

Why join Shiftcare?

We offer a competitive salary along with a dynamic and collaborative work environment including:

• Fast-track Growth:
• Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.
• Job Security:
• Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.
• Floating Public Holidays:
• Enjoy flexibility to celebrate preferred holidays or personal events with floating public holidays.
• Employee Discount Marketplace:
• Access a wide range of discounted products and services, enhancing your ability to save money and enjoy preferred items.

At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally.

Ready to redefine your career? Join ShiftCare and be part of a revolution in care delivery.

Apply now and be the driving force behind our continued success!