Client Engagement Associate Apply locations : Sydney, Melbourne
Time type : Full time
Posted on : Posted 6 Days Ago
Job requisition id : R86303
Client Engagement Associate - Small Law Do you thrive on driving customer engagement, retention, and growth through data-driven strategies?
Are you excited to empower customers with cutting-edge Gen AI and Analytical technology?
About our Team Our Small Law Relationship Management Team is responsible for driving digital & generative AI transformation within the boutique firm market, providing coverage from sole practitioners up to 10 Solicitor firms.
Join Our Team as a Client Engagement Associate! We are seeking an ambitious professional to drive engagement and SaaS Platform usage within our cutting-edge legal technology solutions.
Leverage your legal expertise and enthusiasm to identify growth opportunities, foster user adoption, and maximize the value our clients derive from our innovative products.
About the Role As a dedicated and proactive Client Engagement Associate, you will manage the day-to-day needs of accounts across a portfolio of Small Enterprise Law Firms in your territory.
You will ensure customer engagement and retention through automated digital touchpoints and direct interventions with at-risk and underserved accounts, focusing on driving key client engagement and commercial metrics.
Responsibilities Customer Engagement: Ensure high levels of customer engagement and adoption through automated digital touchpoints and direct communication with clients.Account Management: Manage the day-to-day needs of accounts, addressing any issues and ensuring customers derive maximum value from our services.Retention & Renewal: Focus on retention and renewal rates, working to minimize churn and maximize customer satisfaction.At-Risk Accounts: Identify and intervene with at-risk accounts to mitigate potential churn and ensure continued engagement.Upsell Opportunities: Identify and facilitate upsell opportunities, collaborating with the Account Development Manager.Customer Health Monitoring: Monitor customer health metrics, including engagement, adoption, NPS, and CSAT.Commercial Metrics: Track and achieve key commercial metrics, including retention rates, opportunity pipeline, and revenue targets.Key Metrics: Customer Health: Engagement and adoption metrics, NPS, CSAT.Churn Rate: Monitor and work to minimize customer churn.Retention / Renewal Rates: Focus on achieving high retention and renewal rates.Opportunity Pipeline: Manage and grow the opportunity pipeline.Revenue Targets: Achieve revenue targets through upsell and retention efforts.Variable Compensation Plan: Commission Structure: Supports the achievement of the growth and retention targets set for the territory, in addition to the opportunity for Quarterly Sprint Incentives.
Requirements Bachelor's degree in Law, Technology, Business, or a related field is preferred.Proven experience in Client Engagement, Customer Success, or a similar role within the Legal, SaaS, or similar industries.Strong customer-centric mindset, excellent communication skills, and a data-driven approach to customer management.Strong analytical skills to monitor and interpret customer health metrics and commercial data.Ability to understand and address customer needs, ensuring high levels of customer satisfaction and retention.Work in a way that works for you We promote a healthy work/life balance across the organisation.
We offer numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to help you meet your immediate responsibilities and your long-term goals.
Working for you We know that your wellbeing and happiness are key to a long and successful career.
These are some of the benefits we are delighted to offer:
Discounted Health plan rate and Optical AssistanceLife assurance and income protectionOption to buy additional Annual Leave daysEmployee Assistance ProgramFlexible working arrangementsBenefits for you and your familyAccess to learning and development resourcesAbout the Business LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world.
As a Client Engagement Associate, you will play a crucial role in driving customer engagement, retention, and growth.
If you are passionate about delivering great customer outcomes and have a knack for fostering strong relationships, we would love to hear from you.
Apply today and become a part of our talented team!
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