Head of Customers in Legatics 2022 at London, England, Vereinigtes Königreich

Website Legatics

This Job Listing is about Legatics in London, England, Vereinigtes Königreich 2022
About Legatics

Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.

Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and King & Wood Mallesons. Legatics has been used globally on live transactions originating in more than 40 countries.

We are on a mission to transform the $600bn market for legal services worldwide and to work with our customers to bring the way they manage deals into the 21st century. We recently closed our Series A fundraise and we now need creative and empowered individuals to help us execute on our mission.

The role

We’re looking for an experienced individual to lead our Customer Success and Engagement teams.

Engagement is our account management function, that focuses on top level relationship management, account growth and working with customers to increase adoption and usage; and Customer Success is our function that directly focuses on the end user, ensuring their experience of our software platform is brilliant, providing best in class support and reporting. We will expect you to sit over both elements and oversee the strategy, planning and execution of Legatics’ customer experience from the time of sale.

The role will also require maintaining a deep understanding of the product and legal use cases, developing and delivering strategies to help law firms adopt our software, managing commercial renewals, aligning with Product around driving product roadmap and managing the process for collating and maintaining accurate customer feedback.

The company is currently working in a hybrid pattern, with specific teams attending offices in London around once or twice a week and otherwise working remotely.

What you will be doing:

  • Managing the performance of the Customer Success and Engagement teams, including setting quarterly targets and coordinating their achievement and tracking key KPIs.
  • Focusing on retention and growth – monitor customers to identify:
    • any risk of churn (and implement mitigation measures); and
    • opportunities for expanded usage (through new use cases, features or other areas for increasing adoption of Legatics).
  • Aligning with the Executive Team around measurement, key metrics and objectives.
  • Maintaining lasting relationships with key stakeholders at strategically important accounts and assisting Engagement team members with renewal discussions if necessary.
  • Own, oversee your teams’ management of, and look to iteratively improve the entire customer journey, from first kick-off meeting, to roll-out, implementation and renewal.
  • Driving Customer Success outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
  • Understand systemic barriers to adoption of technology in the legal industry and be able to think of strategies and work collaboratively with customers to help overcome them.
  • Managing the process for collating testimonials and information for success stories.
  • Manage the Customer Success team so they are able to develop and maintain customer resources on the Knowledgebase and Help Centre to empower end users and drive adoption.
  • Overseeing the Support element of the Customer Success function, including management of email and telephone support to customers.
  • Attending partners’ conferences, industry events and departmental training with the engagement team in order to network and spread the word about Legatics.
  • Overseeing the process for conducting feedback and review sessions with end users.
  • Helping Customer Success continue to act as the main point of contact for end users.
  • Occasional travel will be required (domestic and international).

Who would you be working with?

Daniel Porus, Chief Commercial Officer – who you will be reporting into, alongside a welcoming, inclusive and committed team.

Team culture is really important to us. We are looking for someone who is excited to join us as a key employee at this important stage in our growth and who will bring new and exciting perspectives to Legatics. We are a friendly and passionate bunch with a wide range of interests. We love to socialise together too, holding regular team events.

Requirements

What we need from you:

  • Either:
    • 3+ years of B2B software experience in a customer-focused leadership role; or
    • a first hand understanding of how the legal industry adopts software in a legal or legal innovation role
  • To be passionate about legal technology and its potential to transform the way lawyers work.
  • Commercially driven, preferably with experience of revenue growth and strategic account management.
  • The ability to lead by example, become a product expert and be hands-on in a small knit team.
  • Strong empathy for customers.
  • An understanding of the value drivers in recurring revenue business models.
  • Strong process/project management skills with the ability to think strategically and implement tactically.
  • An ability to work from our London office a few times a week; and
  • A right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage).

Bonus points for the following (but don’t worry, these are NOT essential):

  • Experience working in a start-up or scale-up.
  • Experience with support tools and platforms like Salesforce, Intercom and ClickUp and their technical configuration.
  • Experience conducting simple data analyses.

Benefits

What we offer you

  • 25 days holiday per year (plus public holidays).
  • Early Finish Fridays – We are trialling
  • Pension with NEST.
  • Personal Learning & Development budget.
  • Enhanced parental leave policies so you can spend more time with your family.
  • Lots of opportunities for accelerated professional development and career progression.
  • Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
  • A warm, genuinely collaborative culture and an awesome team; and
  • Regular socials.

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We’re committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.
Company: Legatics
Vacancy Type: Full Time
Job Location: London, England, Vereinigtes Königreich
Application Deadline: N/A

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