Remote Customer Success Consultant

Summary

Join our successful Client Success team as a Customer Success Consultant to leverage your expert knowledge of our systems and benefit our extensive client base of UK law firms.

Requirements

• Exhaustive knowledge of Microsoft Word, Excel & Outlook
• Ability to communicate workarounds simply & concisely
• Understanding of the law firm’s culture & expectations
• Understanding of Solicitor’s Account Rules
• Onsite training experience
• Strong interpersonal skills with the ability to build trust, establish rapport, and develop meaningful relationships with clients
• Excellent written and verbal communication skills, with the ability to articulate complex concepts in a clear and concise manner
• Strong analytical and problem-solving skills to understand client needs, troubleshoot issues, and provide effective solutions
• Comfortable working with software systems and ability to quickly learn and understand complex software applications
• Proven track record of meeting or exceeding targets, driving client satisfaction, and fostering long-term client relationships
• Ability to thrive in a fast-paced, dynamic environment, adapt to changing priorities, and effectively manage multiple client relationships simultaneously
• Strong team player with the ability to collaborate cross-functionally and leverage internal resources to meet client needs
• Must be a car owner with a full UK driving license
• Willing to travel when required

Responsibilities

• Understand the client, their organisational structure, key contacts, processes, and objectives
• Conduct in-depth analysis of client requirements and objectives, identifying opportunities to align our software system with their business goals
• Gather and relay client feedback to internal teams, contributing to product enhancements, new feature development, and overall service improvement
• Stay updated on industry trends, emerging technologies, and best practices, continuously enhancing your expertise to better serve clients
• Use the knowledge you have gained to ensure clients have access to the products and services they need to achieve their goals
• Understand the extent of our responsibility to a client and to push back in a tactful manner if and when expectations exceed what can reasonably be requested
• Ensure client feedback is heard and acted upon
• Working closely with all departments, act as a client advocate within the decision-making process
• Listen to ideas and concerns from other team members, both within the CSC team and others
• Communicate clearly your ideas within a team environment
• Make sure to be a reliable team member by sticking to deadlines and completing any assigned work

Benefits

• SOS pays 8% of your qualifying salary into your pension
• Private Health Insurance, including Optical and Dental
• Life Insurance cover
• Employee Assistance Program
• PerkBox Membership
• 25 days holiday (plus 8 bank holidays)
• Free light lunch and snacks