ABOUT SOS

SOS is part of the LEAP group. Operating since 1987, SOS are a fantastic team of experts in providing legal business management software. A combination of our software, our people, and our clients has led to the development of software that enables us to help firms do business, better.

Our experience ensures software development, projects and training are performed with confidence but it’s always our people who make it happen.

THE ROLE

We are seeking a Client Success Consultant to join our successful team based out of our Bath office.

In pursuit of premium service levels we are looking to add to our team of Client Success Consultants with individuals who are not only experts in both the legal industry and software but who are also passionate about client retention.

You will be the conduit between our clients and the services we provide. You will work closely with a selection of firms to determine their current competency and system usage with a view to aiding them in accessing the resources and services available to them to achieve their goals.

Working Pattern & Location

9:00 – 17:30 Monday to Friday, Bath Office

Remote role.

REPORTS TO

Operations Manager

WHAT YOU WILL BE DOING

• As key liaison between the company and our clients, your role will be to understand the client, their organisational structure, key contacts, processes and objectives.
• You will use the knowledge you have gained to ensure clients have access to the products and services they need to achieve their goals.
• Champion the services and products we provide.
• Understand the extent of our responsibility to a client and to push back in a tactful manner if and when expectations exceed what can reasonably be requested.
• You will serve as the primary contact to manage and resolve critical situations by liaising with internal teams to ensure client happiness and satisfaction
• Ensure client feedback is heard and acted upon.
• Working closely with all departments you will act as a client advocate within the decision-making process. In particular, provide insight to product management, sales and marketing on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and client engagement processes that ensure rapid adoption.
• Work to ensure achievement of targets/KPIs as agreed with the Operations Manager.
• Carry out regular health checks with clients to provide for benchmarking and measurable improvement.
• Ensure you are up to date with industry trends, market activities and competitors.
• Clearly communicate your ideas within a team environment
• Listen to ideas and concerns from other team members, both within the CSC team and others.
• Make sure to be a reliable team member by sticking to deadlines and completing any assigned work.
• Communicate any client feedback in a professional manner to the relevant departments

WHAT WE NEED FROM YOU

Essential Requirements:

• Ability to build credibility and trust.
• Must work well within a team environment.
• Be positive
• Be personable and enjoy talking with people and building relationships.
• Strong ability to deal with ambiguity.
• Strong communication skills.

• Strong ability to motivate others.
• Strong ability to find creative solutions to situations.
• You will need a UK driving licence, and be willing to travel when required

Desirable requirements:

• Experience in the legal industry, either within a firm or a technology provider. You will be expected to have a broad knowledge of legal software, and how it is used within a firm.