About LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.
Meet the Client Success Team
Our Client Success team are the experienced LEAP specialists responsible for managing, onboarding, training and retaining clients with LEAP’s Core product as well as Integrated Products and Apps. This is a team of trusted LEAP experts who work closely with clients to enable easy and efficient utilisation of LEAP software, leaving our clients free to focus on what they do best.
The team provide hands-on, on-site and face to face support that give our clients comfort and confidence in the power of our products. This is a valuable opportunity to have powerful impact in a meaningful space, guiding clients from day one right through to ‘business as usual’.
What you'll do
As our Integrated Products Manager your mission is to strategically sync our client’s business objectives with our exceptional technical standards, elevating operational efficiency and excellence for us both. You will act as the LEAP product expert in the Client Engagement team, staying up to date with new releases and features and being your team's go-to expert for anything related to product functionality.
You will meet with clients to create technical roadmaps and collaborate with Developers and Product to ensure smooth solution designs. You will partner with Client Success Managers to manage escalations and coordinate with vendors to facilitate timely resolutions and maintain clear communication for critical technical issues. You will always be trying to better understand the needs of law firms by analysing customer interactions and feedback to develop solutions to issues. Your day to day might include:
- Maximise productivity of law firms using LEAP’s Integrated Products
- Provide in-depth technical expertise to Client Success Managers (CSMs) to support and resolve complex client issues efficiently.
- Act as a key liaison between internal teams within LEAP APAC, LEAP Dev, and LEAP Global to ensure seamless communication and collaboration.
- Educate clients on new products, features, and best practices to enhance their product experience and support adoption.
- Convey firsthand client feedback, market trends, and business requirements to Product Managers and relevant Dev teams, driving continuous product improvements.
- Ensure timely communication of updates from Product Managers and other stakeholders to internal teams and staff members.
- Offer proactive guidance and strategic recommendations to optimize the client's use of products and services, driving value and satisfaction.
- Build and maintain strong, long-lasting relationships with clients, acting as a trusted advisor.
- Understand and analyse client business goals, aligning technology solutions to support and achieve them.
- Liaise effectively between clients and various technical teams (developers, QE, Escalations) to ensure successful implementation, integration, and issue resolution.
- Help scope and coordinate new projects and technical initiatives, ensuring clear alignment with client objectives.
- Collaborate on technical roadmap planning with Development teams in Dev and Global, ensuring client priorities are considered.
- Ensure a seamless and exceptional client experience using LEAP and its suite of products.
- Monitor and measure client satisfaction, identifying support issues and tracking success metrics for continuous improvement.
- Provide comprehensive reports and technical documentation to clients, ensuring clarity and transparency.
- Run Webinars on LEAP’s Integrated Products and Apps for law firms
To be successful in this technical role you will have extensive LEAP product knowledge and a proactive approach to client satisfaction. On top of that, you will bring:
- Ability to work independently and within a team environment
- Proven ability to manage conflicting priorities and deadlines, to achieve business outcomes
- Confidence to liaise with internal and external stakeholders
- Confident on the phone speaking and liaising with clients
- Experience working with IT Consultants and technicians preferred (not essential)
- Experience using LEAP, Integrated Products and Marketplace Apps
- Proven ability to manage conflicting priorities and deadlines, to achieve business outcomes
- Confidence to liaise with internal and external stakeholders
You'll also be great at
- Project Management: Coordinating cross-functional teams and managing technical projects.
- Time Management: effectively managing one’s time and resources to ensure that work is completed efficiently
- Communication: clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Building customer loyalty: effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
- Applied learning: assimilating and applying new job-related information in a timely manner
- Attention to detail: ensuring that all processes followed correctly and efficiently.
- Continuous learning: actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
LEAP will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful. In addition to that you'll receive:
- Friendly, supportive, and driven culture
- Complimentary gym membership
- Flexible Work Environment
- Fully stocked pantry
- Monthly massages
- Break out area and sporting activities
- Monthly celebrations for birthdays, work anniversaries, new joiners
- Generous Parental Leave benefits
- One additional paid "Be Me" leave day per year to celebrate being you!
- Opportunity to participate in our Employee Share Scheme
What We Do
LEAP practice management software has grown from the belief that it should be fast and easy for legal practitioners to manage matter documents, accounting and billing, so they can focus on practicing law.
Today, LEAP is the world’s largest provider of legal practice management software for small firms; with clients across the United States, United Kingdom and Australia.
Firms have relied on LEAP since 1992 for innovative and powerful software to simplify their workflow. We take this responsibility seriously and dedicate millions of dollars each year to product development. It’s resulted in benefits such as a cloud-based and mobile interface. This allows teams to access their LEAP data anywhere, anytime.
In addition, over 13,000 automated forms and templates are regularly updated for all areas of law, and purpose-built for the United States’ federal and state jurisdictions.
We’re obsessive about evolving LEAP with feedback from clients, so the software is easy to use and allows small firms to get more work done. Our goal is to empower small firms to make more money.
After all, everything LEAP does is geared toward helping the attorneys who help people.
Let the LEAP team become an extension of your practice, so you can focus on what you do best. Spend more time advising on the law!
