Client Success Manager - full or part time

LegalVision


Why LegalVision?

LegalVision is a market disruptor in the commercial legal services industry. Our innovative business model and custom-built technology assist our lawyers to provide a faster, better quality and more cost-effective client experience. We’re a national firm that has serviced more than 50,000 clients. Our aim is to provide an exceptional experience to every client, and our Client Success team is dedicated to this aim.

The Unique Opportunity

LegalVision’s mission is simple, but ambitious: to transform legal services – and our Client Success team is at the forefront of that transformation.

The Client Success team is tasked with providing all LegalVision clients with an exceptional experience over the phone. Great client experience (CX) involves more than just professional and enjoyable interactions in a timely manner (although these are essential elements). The best CX requires lawyers to form genuine relationships with clients and to provide real value at every touch point.

As a Client Success Manager you’ll contact existing LegalVision clients with the aim of identifying and solving legal problems. This is a free service we offer to our clients. You’ll use your legal expertise to ask the right questions that will proactively uncover opportunities for legal support. Where possible, you’ll provide that support right there on the phone. Otherwise, you’ll tap into LegalVision’s team of 50+ lawyers to develop a proposal to support the client through their legal challenge.

Every interaction with our clients strengthens their relationship with LegalVision. Whether you gather constructive feedback, provide legal information from your 3+ years of experience or prepare a quote for paid legal services, you will have offered the client real value.

Duties

A Day in the Life

  • Reaching out to LegalVision clients to seek feedback and offer a free consultation. Eliciting feedback over the phone is central to our product improvement lifecycle. You’ll need to pose questions to gather feedback, record and escalate issues and translate feedback into suggestions for product and process improvements.
  • Conducting legal consultations over the phone with a broad range of clients – from small businesses to large franchise networks and high growth startups. You’ll work with your clients to identify and solve legal problems using your legal nous and business savvy.
  • Following the free consultation, many clients will require further paid work. You’ll support our Legal Project Managers to provide a quotation and scope of work for further assistance.
  • Together with the Head of Client Success, you’ll continuously improve the Client Success processes and systems. You’ll make recommendations to the Legal team for service level improvements and disseminate your knowledge of sales and service delivery to the LegalVision’s other client-facing team members.
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