Customer Enablement Executive

Hybrid, London - x1/2 days per week in the office

Legl is a fast-growing, vertical B2B SaaS platform with a mission to bring the legal industry into the 21st century. We closed our Series B (May 2022), and we are scaling quickly on our next phase of growth.

Boasting an award winning SaaS product, Legl is modernising the legal industry through innovative solutions which influence and improve upon how law firms interact with their clients. Encouraging and facilitating a digital age to an archaic industry, we are changing the experience for lawyers and customers alike. We launched in October 2019 and have built a large law firm customer base who love our product and our team.

We have an agile, ambitious and collaborative team, with deep experience across design, tech and the industry. We put our employees first and are looking for people who can grow with us. We rely heavily on data and first principles decision-making

The Role

We are recruiting for a Customer Enablement Executive to join our Customer Enablement team based in London. A value of Legl is providing a great experience for law firms and people accessing legal services. We care deeply about the experience of the lawyers and their clients when they use our platform.

You will serve as the first point of contact with our users, which is a critical function as the face of Legl. You will unlock value for our customers by proactive and reactive support through various channels.

You will think about how technology (such as AI) can be used to improve a customer’s experience and automate the core functions of customer support and enablement. You will get to work collaboratively with members of the Enablement team to work autonomously to implement these changes.

Key Responsibilities

• Engaging with customers - Proactive and reactive customer communication through various channels. Providing support and value creation by investigating, triaging, escalating and resolving any issues raised.

• Launch - Efficiently onboard new customers, ensuring a smooth transition and understanding of the product/service offerings. As well as iterate on the onboarding process.

• Tracking - Track key customer metrics on leading and lagging indicators to monitor the overall customer health and coordinate escalations as needed.

• Creating documentation - use your experience with lawyers and their clients to write help articles and FAQs that will reduce manual intervention

• Improving support processes - identify the gaps and how technology can be used to reduce response times and repeatable tasks

• Collaboration - work with different teams: Product, Engineering, Integrations, Customer Success and more to not only solve customer issues but prevent them from happening in the future. Ensure there is a robust customer feedback loop, to identify risks to customer adoption & satisfaction, churn risks and revenue growth opportunities.

• Upskilling - with support from Legl you will improve and learn project management and technical skills that will help you move into implementation and customer operations

How would we describe success?

Success in this role after 6 months looks like:

• Streamlining Support with the aid of technology to drive down SLAs

• Delivering value by defining key milestones of the customer lifecycle

• Contributed customer feedback to our product team to help them build Legl’s Product roadmap

• Impact our response time and decrease manual intervention

• Develop technical skills and understanding in order to better support our customers with more complex issues/projects

• Proactively review common customer questions to iterate on help articles and FAQs

Requirements

• Proactivity - You actively uncover opportunities for improvement, attempt to solve them and you escalate as necessary

• Autonomous - You enjoy and thrive in an environment where you have the opportunity to make decisions which has a real impact on Legl’s customers’ experience

• Customer Experience- You will have to speak with customers daily, so any experience in speaking directly to customers

• Customer Support Experience in a SaaS environment - Have experience using support systems such as Intercom/Zendesk and working with supporting businesses would be a bonus

• Curiosity- You want to understand how things work and seek out opportunities for learning. Be comfortable asking questions when you don’t understand something

• Ambition- You are driven to improve and understand that bold approaches are what can help take Legl to the next level

Benefits

• Legl has a dynamic, remote-flexible culture, with a focus on making work work for you

• Offsites & events to get to socialise with your colleagues in person

• Opportunity to join a well-funded, post-Series B startup in our mission to make legal services better for everyone

• High impact work that really matters - success in this role will drive our growth and have a big impact on the business and our clients

• A focus on wellbeing with access to support sessions with a psychotherapist and a personal wellbeing budget of £250 per year

• A learning and development budget of £1000 per year

Diversity

We believe that having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply.