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Customer Success Manager - Crime

Posted 1 hour 7 minutes ago by Jobtailor

Permanent

Full Time

Call Centre / Customer Service Jobs

Lancashire, Manchester, United Kingdom, M21 0

Job Description

Build strong relationships with customers to drive satisfaction, loyalty, and long term retention
Act as a trusted adviser and subject matter expert for the software
Be focused on Criminal Law clients (although the role will also involve supporting non Criminal lawyers)
Support customers nationwide to maximise value from their case management software
Encourage and support users as they adopt AI and new technologies
Promote adoption of the full product suite, including new features and functionality
Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
Proactively address customer concerns and resolve issues in collaboration with internal teams
Deliver onsite and remote training sessions to support product adoption and best practice use
Engage with customers throughout their life cycle to ensure continued success
Identify opportunities to develop reference customers and support new business initiatives
Represent the company at industry events and deliver customer webinars showcasing product updates and best practices

Requirements

3 5 years' experience in a Customer Success, Legal Support, Account Management, or similar client facing role.
Excellent organisational and time management skills
Strong written and verbal communication skills
Self motivated, disciplined, and able to work independently
Passion for technology and helping customers succeed with software
Ability to clearly explain solutions and workarounds in a simple, concise way
Full UK driving licence and access to a car (car allowance provided)
Strong working knowledge of Salesforce, Microsoft Word, Excel, and Outlook
Desirable: Experience of Criminal Legal Aid work
Legal or accounting background or relevant qualifications
Understanding of small law firm environments and client expectations
Knowledge of Solicitors' Accounts Rules
Experience delivering onsite or remote training
Basic knowledge of Xero