Client Success Manager NZ
HybridAuckland, Auckland, New Zealand
Job Summary
Demonstrate LEAP features and products to maximize client productivity while building trusted relationships with law firm principals and practice managers. Monitor Client Health metrics and NPS results to identify at-risk accounts, then engage them to develop retention strategies and win confidence. Collaborate with implementation and renewal teams to address issues, identify expansion opportunities, and represent client feedback to development, marketing, and sales. Log all client activity in Salesforce and represent the client voice in cross-functional discussions. Travel within New Zealand to attend conferences, roadshows, and webinars, networking with existing and prospective clients. Achieve individual and team targets aligned with company goals.
Required Qualifications
- 2+ years experience working in a law firm
- proactive approach to client satisfaction
- proven ability to negotiate and engage in a confidence-winning manner
- Law firm experience in any capacity (Lawyer, Practice Manager, Office Manager, Legal Executive, Legal Secretary)
- track record of consistently meeting or exceeding targets and KPIs
- commercial mindset
- Experience navigating challenging situations and clients
- Strong presentation skills
- Willingness and ability to travel within New Zealand to meet with clients
Desired Qualifications
- background working in a law firm who understands the pain points and needs of our clients (law firms)
- ability to read the room
- Builds trusting relationships using appropriate interpersonal styles
- Is proactive – you take prompt action to accomplish objectives, and achieve goals beyond what is required
- Is passionate about client satisfaction
- Has high impact communication
- Has exceptional time management
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