Client Success Coordinator

LegalVision is a market disruptor in the commercial legal services industry. Our mission is to power the success of every business by delivering legal support that is proactive, affordable and commercial, and the key way we do this is through our industry-first legal services membership. You can read more about the membership here. 

We have assisted over 200,000 businesses across New Zealand, Australia and the UK, and we’re just scratching the surface. We were named Law Firm of the Year at the 2021 and 2022 Australasian Law Awards, and a 5 Star Employer of Choice by Australasian Lawyer in 2023.

As a Client Success Coordinator, you will be part of our Client Success team that prides itself on providing outstanding service to our 1,300+ members. We know that exceptional client service keeps our members happy, which is the fuel for our growth.

Our Client Success team works with our members to ensure their businesses get the legal assistance they need in an efficient and valuable way. We take the time to understand a client’s business goals and challenges and work collaboratively with the client to deliver effective short and long-term solutions. 

In this high-impact role, you’ll work alongside talented colleagues and supportive leaders to help you succeed. You will receive both formal and on-the-job training to give you a strong understanding of how to create an excellent client experience, as well as to upskill you on the legal and commercial needs of small and medium-sized businesses.

This opportunity is ideal for an entry-level or early career professional with prior experience in customer service (including retail or hospitality) or an account executive style role. It’s the perfect launch pad for a long term career in Client Success or sales!

• Act as the first point of contact when members contact LegalVision with questions regarding their membership, including how to use our client portal, from password reminders to how to engage the legal team, to billing queries and more. 
• Respond to hold and cancellation requests, and escalate as required.
• Proactively contact members who are not making use of their membership on a regular basis and encourage them to schedule a planning session with our legal team.
• Contribute content to our Knowledge Base to support our members to better self-help. 
• Identify trends in support requests, and share insights and feedback to the Head of Client Success to improve the overall member experience.
• Maintain our CRM to ensure all interactions with members are recorded, to enable accurate reporting and analysis.

• Experienced in customer service/account management: You have six to 12 months of experience working in a customer service or account management role, and are excited to pursue a career in this area. 
• Passionate about helping clients: You have excellent client service focus and the ability to problem-solve when required. You’re dedicated to creating experiences that exceed client expectations.
• Personable, empathetic and understanding: A friendly and professional demeanour will get you far as this role will be client-facing.
• Driven, autonomous and efficient: You work well independently and take ownership of your to-do list and responsibilities. You are organised and can effectively juggle competing priorities.
• Business and tech savvy: You’re a quick learner and have a genuine interest in assisting business owners. You’re motivated by the success of your clients and excited to contribute to the ongoing growth of LegalVision.

• Fast-paced environment with exciting progression opportunities for high performers.
• Talented and energetic teammates across Australia, New Zealand and the UK.
• Ability to earn an additional 5 days of annual leave per year, plus paid birthday leave, volunteering leave, and parental leave.
• Annual budget to spend on external learning and development.
• Regular team socials, drinks and team lunches.
• Vibrant office environment in Surry Hills which is super close to Central Station, and flexible work-from-home options.

If this role sounds like it could be a great next step, we’d love to hear from you. Applications will be reviewed on a rolling basis and will close once the role is filled, so apply early to avoid missing out.

A note to recruiters: we’re all over this role, so there’s no need for you to get in touch. LegalVision does not accept unsolicited CVs or responsibility for any fees related to unsolicited CVs. Thanks!