Success Manager

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Flex Legal's Client Success team focuses on delivering exceptional, responsive customer service, supporting Flex's client engagement and retention. As a key player in our customer success journey, you will be responsible for managing and nurturing client relationships across your designated segment. Your goal will be to ensure that our clients achieve their business objectives using Flex Legal's products and services - connecting them with legal talent at every level.

This role also contributes significantly towards our account management, where through building relationships with our clients, you will understand their resourcing needs and challenges, helping to identifying where Flex Legal can support with other emerging demands.

The Success Manager will also serve as a role model to the Success Associates in the

Team, playing a key role in the results of the Flex Success team.

Flex Legal is looking for someone who can/is:

• Serve as the primary point of contact for all customer-related matters, providing value-added expertise to our clients ensuring a seamless experience for our clients
• Build and maintain strong, long-lasting relationships with clients in your segment.
• Be flexible and adept at juggling competing demands and managing a varied workload
• Collaborate with internal teams, including Sales, Marketing, Product Development and Finance, to deliver exceptional customer service.
• Communicate and share timely market event information to materially impact client interactions.
• Provide feedback to the team to improve our services based on client needs.
• Solve problems and make effective decisions that meet our clients needs whilst balancing the needs of our talent
• A diligent team player with strong EQ
• Proactive and able to take initiative for the benefit of the team and/or clients/candidates
• Able to communicate confidently and adaptably with everyone from paralegals to senior lawyers and company executives
• Energised by meeting people and building relationships

KEY ACCOUNTABILITIES:

• Matching our legal talent with client needs
• Manage client projects, ensure placement success and support extensions
• Project compliance, working with our workers and clients
• Engage and maintain an experienced candidate pool

ROLE RESPONSIBILITIES:

Responsibilities of the role include:

• Finding, screening, interviewing and onboarding candidates to join the Flex platform
• Building strong relationships with clients and candidates, while knowing when to escalate issues to the Head of In house Success
• Dealing with client requests in accordance with Success Team processes and SLAs
• Identifying the best candidates for each client's request and building high-quality, compelling proposals to win those requests
• Providing end-to-end placement support for candidates and clients to ensure all placements are successful
• Negotiating high level commercial terms with clients and candidates, e.g. charge/pay rates
• Contributing to the delivery of quarterly OKRs for In house Success team
• Contributing to the delivery of revenue/margin targets for In house Success team
• Supporting the Head of In house Success with onboarding of additional team members
• Assisting Head of In house Success with project managing large client requests
• Key escalation point in In house Success team for resolving client/candidate issues and team queries
• Taking responsibility for specific operational tasks within the In house Success team, eg overseeing project check-ins for team, allocating cases on Salesforce and monitoring Salesforce reports/data; dealing with AWR etc
• Leading on strategic projects relating to In house Success
• Contributing to the design and implementation of best practice for client services
• Ensuring compliance with regulations, commercial agreements and company policies
• Working alongside Sales, Marketing, Technology and Finance teams to ensure a positive experience for our clients and candidates
• Maintaining awareness of the competitive market landscape and industry developments relevant to the In house Success team
• Attending networking and other events (virtual and/or in person) and being an ambassador for Flex

CRITERIA

Our ideal candidate would either be:

• a qualified or ex-lawyer looking for a career change, or
• a recruiter with experience working in legal recruitment

FLEX BEHAVIOUR AND VALUES:

As part of being an employee of Flex we also place importance on how we work not just individually, but together and in support of our clients. As such, alongside our values, all Flex legal roles include the following behavioural responsibilities:

Human. We purposefully connect people to create and inclusive community where everybody thrives

• Inclusivity and respect; actively listen to diverse perspectives and incorporate them into decision making. Show respect and empathy in all interactions, valuing each person's unique contributions.
• Collaboration and teamwork; foster a collaborative environment by encouraging open communication and teamwork. Support colleagues in their professional growth and development.
• Community; engage with everyone in Flex in a way that promotes a sense of belonging and community within the business; supporting meetings, team building activities and events.

Trusted. We earn trust through the quality and effectiveness of our work to ensure great outcomes

• Integrity and transparency; communicate openly and honestly with colleagues, clients and partners. Take responsibility for actions and decisions, owning mistakes and learning from them.
• Reliability and accountability; consistently deliver high-quality work on time and follow through on commitments and promises. Seek feedback and continuously improve skills and competencies.

Entrepreneurial. We are forward-looking and progressive, constantly exploring and innovating

• Innovation and creativity; embrace change and show flexibility and adaptability to new situations and challenges. Be open to new methods, technologies and processes that can improve what you/we do.
• Problem solving; identify potential issues before they become problems and develop proactive solutions. Take the initiative to own improvement of processes and outcomes in your area.
• Strategic thinking; support the long-term goals of Flex, know how your role/team helps achieve them.

CRITERIA

Our ideal candidate would either be:

• a qualified or ex-lawyer looking for a career change, or
• a recruiter with experience working in legal recruitment