Client Success Consultant

Passle is a rapidly growing enterprise SaaS company, offering an Expert-to-Expert Sales & Marketing tool that is specific to law firms and professional services. Our platform enables our clients to easily produce and publish content, which in turn, encourages thought leadership and helps drive business growth.

What does the role involve and what could you be doing?

You will be responsible for working closely with your clients to demonstrate how to get the most out of our product to benefit them as an organisation. Using a consultative and high touch approach, you will guide clients through the user journey, advising on best practice, lead on post-implementation engagement, ensuring strategic and operational integration, value and ultimately retention to help in the continued growth of Passle’s client base. You will deliver in-depth training and offer valuable insights to help them maximise their use of Passle. You will gather and articulate back your client successes using a range of mediums such as presentation, case studies, numerical data and testimonials. Ultimately, you will demonstrate yourself as being a highly trusted advisor to your clientele, nurturing strong and healthy relationships with your stakeholders to drive engagement and contract renewal. Each and every one of us is responsible for evangelising our product and we’ll inspire you to do the same from day one.

For the right individual, you will be given ample training opportunity, not only from the moment you join with us but throughout your Passle career. Upon joining, you will come to learn the product intimately, as well as be introduced to the wider business and teams to get a thorough understanding as to how our business is structured and how the different teams work closely with one another.

For the right person, who demonstrates hard work and commitment, you will be offered exceptional progression opportunities, such as taking on and managing much larger client accounts with greater responsibility. We are also looking for future leaders, who would be able to manage new recruits to the Client Success team as our business continues to rapidly grow.

Who are our clients?

Our clients include some of the world’s largest professional services firms particularly law firms and consultancies including Deloitte, Freshfields, Linklaters, Reed Smith and Baker McKenzie.

Your responsibilities shall include:

  • Consult and train clients virtually (and face to face when this is permitted) to ensure they understand the value and are confident in using all aspects of the software and implementing it across the organisation
  • Manage your client accounts and deliver exceptional service to clients
  • Ensure your clients success by helping them get the most out of the product
  • Be a Brand Ambassador for Passle and help shape the business and tech
  • Prepare regular feedback for clients on their progress with Passle, making recommendations where improvements can be made both in the short and long-term
  • Gather and analyse data insights and present feedback to the clients in an engaging and inspiring way
  • Advise, articulate, and present about Passle’s products and services
  • Work closely with internal teams across Passle (Commercial, Client Success, and Technical) to ensure clients have the tools they need to maximise their return on investment
  • Work closely with clients to ensure Passle is built into their firms’ long-term strategy
  • Liaise with technical team to manage clients’ technical queries
  • Work with sales to discover new opportunities to expand/renew existing accounts

Who are we looking for

This role is most suited to a graduate who has 1 or 2 years of work placement experience, bringing with them some good commercial/business acumen. The right person needs to demonstrate an interest in who we are and what we do. They must also really want to join a fast-paced, rapidly growing SAAS business and want to be an integral part in its continued success and business expansion!

We are looking for someone who can demonstrate intellectual curiosity, who is hungry to learn and up for a challenging and rewarding role. The role requires someone who is extremely hard working, who is customer-focused and someone who strives for nothing less than perfection in everything they do. We require someone who is a strong team player, who is kind, collaborative and supportive to the peers around them.

Alongside this, there are several other core skills, strengths and behaviours that would greatly benefit this role that
we are keen to seek out:

  • Innovative mindset and interest in the Tech world
  • Enjoys driving change and being disruptive
  • Strong communication skills – able to engage in effective conversations with clients
  • Consultative approach – able to work closely with your clients, offering expert advice and guidance in a constructive and professional manner
  • A natural relationship builder – able to quickly and confidently forge new relationships built on trust and honesty
  • Detail-orientated and analytical mindset – able to use data to analyse, fix problems and use as part of presentations
  • A stickler for process and enjoys thinking of ways to improve things/processes
  • Problem Solver – ability to think outside the box
  • Ambition and keen for progression as our business continues to grow
  • Self-starter attitude and success driven

What’s in it for me and how will Passle help me to succeed?

  • You will receive full extensive training and induction upon joining
  • You will have the chance to work with an awesome, fun, and collaborative team
  • You will get excellent support and guidance from your Team Leader and peers
  • We promise to offer career development and progression opportunities as the business continues to grow
  • You will have the opportunity to work with and represent impressive clients, including some of the world’s leading Law firms and Consultancies
  • Competitive base salary
  • Bonus Scheme
  • EMI Share Scheme
  • Your choice of PC or Mac
  • Weekly Bootcamp training with personal trainer on Zoom

What about COVID-19?

Passle has been fully remote since March of 2020 and allows employees to work from the comfort of their desired locations. We have offices in Oxford & London which are available for those that choose to commute in. We will ensure you have the equipment that you need to do your job remotely, as well as giving you a contribution towards your electricity/wifi. Depending on government advice at the time, you will likely be onboarded remotely. When is safe to do so, you will have scheduled monthly team face to face meet ups to ensure visibility and collaboration across the team. We also have daily team catch ups as well as a weekly company wide call where the business shares weekly successes and company news.

About Us

At Passle, we believe in embracing diversity in all its forms and fostering an inclusive environment for all people to do their best work with us. We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, neurodiversity status or disability status.

Diversity and inclusion is a priority for us, so we need to attract the best talent and create an environment that supports and includes them.

Interested in applying?

Send your CV and a short paragraph about why you think you’d be a great fit for the role to talent@passle.net.

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