Jobs at Actionstep

Manage customer support enquiries from initial contact through resolution. Troubleshoot technical issues, conduct screen-sharing sessions, explain solutions clearly, document interactions and resolutions, and collaborate with Customer, Product, and Engineering teams. The role requires curiosity, problem-solving, strong communication, technical learning ability, organization, and a customer-focused approach.

Supports FP&A forecasting, budgeting, profitability, pricing, gross margin, and commission analysis. Builds financial models, conducts variance and scenario analysis, contributes to executive reporting, validates data, automates recurring finance processes, maintains dashboards, and supports finance data infrastructure. Partners with Finance, RevOps, Sales, Billing, and Operations to improve data quality and decision-making.

Supports FP&A through budgeting, forecasting, variance analysis, profitability analysis, financial modeling, pricing and gross margin analysis, and commission calculations. Builds reports, dashboards, and data models; automates recurring finance processes; validates data quality; and contributes to finance data infrastructure. Partners with Finance, Sales, RevOps, Billing, and Operations to provide accurate analysis for executive decision-making and strategic initiatives.

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.

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.