The Role

Client Success Consultant - LegalTech

Location: Bath or Leeds (Hybrid) | Permanent | Full-Time

Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.

About SOS

As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry.

At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The Opportunity

We are looking for an experienced, proactive, and professional Client Success Consultant.

You will leverage your expert knowledge of our systems to benefit our extensive client base of UK law firms and set them up for success throughout their client journey.

Working closely with a portfolio of clients, you will understand their business needs and educate them on best practices they can use to help meet their goals.

You will provide proactive care with check-ins, training plans, and remote meetings, ultimately resulting in your clients having the confidence to use our software to its fullest and increasing the likelihood of us retaining their business.

This is a valuable opportunity to develop, hone, and utilise a multitude of valuable skills, including support, upselling, business analysis, and public speaking, all with the unified goal of guiding clients to a satisfactory outcome.

What you'll do

• Act as a key liaison between the company and our clients, developing a strong understanding of their organisation, key stakeholders, processes and business objectives.
• Analyse client requirements in depth to identify opportunities to align our software and services with their goals.
• Build trusted client relationships and use your knowledge of their business to ensure they have access to the products and services they need to succeed.
• Gather, understand and communicate client feedback to internal teams, helping to shape product enhancements, new features and service improvements.
• Act as the voice of the client internally, ensuring their needs and feedback are considered as part of key business decisions.
• Work closely with Product Management, Sales, Marketing and other teams to provide insight into opportunities to improve the user experience, product capabilities, client engagement and adoption.
• Manage client expectations effectively, understanding the scope of our responsibilities and confidently setting appropriate boundaries where requests fall outside what can reasonably be delivered.
• Stay up to date with industry trends, emerging technologies and best practices to continually build your knowledge and provide greater value to clients.
• Collaborate effectively with colleagues across the business, listening to different perspectives, ideas and concerns.
• Communicate ideas clearly and constructively within a team environment.
• Be a dependable and proactive team member, taking ownership of your work, meeting deadlines and completing agreed actions to a high standard.