Jobs at Actionstep

Provide first-line and second-line customer support for a SaaS legal practice management and accounting platform. Manage ticket queues, live chats, emails, calls, and screen-sharing sessions; investigate root causes, resolve issues, escalate appropriately, and maintain customer updates. Meet service-level and satisfaction targets while collaborating with support, customer, development, and third-party teams in a distributed environment.

Provides first-line and second-line customer support for a legal practice management and accounting SaaS platform. Manages ticket queues, live chats, emails, phone calls, and screen-sharing sessions; investigates root causes, resolves issues, escalates appropriately, documents product knowledge, and keeps customers informed. The role prioritizes service-level agreements, customer satisfaction, response times, resolution rates, and collaboration across geographically distributed support, customer, and development teams.

Manage UK SaaS implementation partners by maintaining relationships, monitoring certification compliance, delivery performance, CSAT/NPS, health scores, risks, and revenue opportunities. Support partner onboarding and mutual success planning, coordinate with enablement, project operations, customer success, sales, and services teams, and improve training and certification programs. Identify advocacy opportunities, escalate systemic issues, and report partner performance to leadership.

The Account Executive will drive revenue growth at Actionstep by acquiring and expanding the customer base, achieving KPIs through sales activities and collaboration with marketing.

Own and grow a portfolio of ANZ law firm customers to drive ARR through cross-sell, product adoption, and expansion. Coach and mentor Customer Development team members, run executive business reviews, build strategic account plans, and translate customer feedback into product insights. Partner with Success, Product, and Marketing to strengthen retention and adoption.

Seeking an Account Executive with proven SaaS sales experience, specifically in the legal industry, to grow customer base and meet sales targets through effective outreach and consultative selling.

Manage a portfolio of law firm customers across Australia and New Zealand to drive ARR through cross-sell, upsell and expansion. Build strategic account plans, lead commercial conversations, maintain Salesforce pipeline, partner cross-functionally, capture product feedback, and hit quarterly revenue and retention targets.

Drive new customer acquisition and expansion across Australia and New Zealand by owning full sales cycles for mid-market and larger law firms. Hit monthly and annual revenue targets through prospecting, discovery, value-driven demos, negotiation, forecasting, and cross-functional collaboration while using CRM tools to maintain pipeline discipline.