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!
Are you a recent law graduate with a passion for legal research and a drive to excel in the dynamic SaaS industry? 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. Join our team of problem-solvers and multi-taskers, where your efforts will be recognized, rewarded, and celebrated as you contribute to upholding the Rule of Law.
About the Role
We are seeking a dedicated and proactive Client Engagement Associate to join our team. In this role, you will be responsible for managing the day-to-day needs of the 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. Your focus will be on driving key client engagement and commercial metrics, driving both retention and growth within your territory. Success in driving these commercial outcomes is incentivized by participation in the Variable Compensation Plan. You will work closely with an Account Development Manager who will manage all commercial conversations and take ownership of actioning any growth opportunities you identify across the territory. With the recent launch of our new Gen AI Legal Assistant tool, there are massive opportunities for the right candidate.
This is a permanent full-time role based either in Sydney or Melbourne with combined home/office-based arrangements to have flexible work-life balance.
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 to drive growth within existing accounts.
Customer Health Monitoring: Monitor customer health metrics, including engagement, adoption, NPS, and CSAT, to ensure a positive customer experience.
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.
Excellent communication skills, capable of engaging with customers through various channels and driving meaningful conversations.
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 an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will 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 Assistance
Life assurance and income protection
Option to buy additional Annual Leave days
Employee Assistance Program
Flexible working arrangements
Benefits for you and your family
Access to learning and development resources
About 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 digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
To learn more about opportunities with LexisNexis or RELX Global, join us here:
https://www.lexisnexis.com.au/en
https://www.relx.com/careers/join-us
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!
Thank you for your interest.
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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