Role Description Our Client Success Managers are the passionate product experts building trusted client relationships that turn new customers into proud LEAP advocates. A team of friendly, caring problem solvers who thrive on helping others. From complaint handling and cancellation management to upselling and cross training on additional features, the team makes sure joining LEAP is as simple and intuitive as humanly possible. You’ll discover all the ins, outs, and unique challenges of our clients as you connect them to cutting edge software that helps them be more productive and profitable. What You'll Do - Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software - Understand the LEAP product ethos and where it sits in the marketplace, and be willing to communicate this to external parties - Provide information to LEAP support staff about client needs and lead issue resolution cross-departmentally - Work with cross-functional teams to implement, test, and measure initiatives and product updates to improve adoption and reduce churn - Measure and report on client onboarding & product adoption KPI's - Act as the voice of our clients - identify trends and gaps based on communication and feedback from clients - Contact clients regularly throughout their life with LEAP, ensuring they are using LEAP to its potential, devising and implementing strategies where they are not doing so - Demonstrate the continued value and software development to existing clients through webinars and tutorials - Focus on key clients via meetings and providing clear communication about the value of LEAP Qualifications - 2+ years’ experience in a client facing role with a technology company or Legal background - Exceptional organizational skills and self-discipline - Ability to leverage cross functional business and technical resources to provide timely issue resolution - A thorough understanding of varying law firm’s culture and expectations - LEAP certification, or an aptitude for quick learning - An in-depth knowledge of the latest versions of Word, Excel and Outlook - Ability to leverage data to inform and support critical decisions - Familiarity with dealing with client conflict and frustrations in a positive manner Additional Qualities - An extensive understanding of Legal Accounting rules and bookkeeping - Knowledge of QuickBooks, Xero, Gainsight and/or Salesforce Benefits - Medical, Dental and Vision Plans Available - Fully remote work - 401k with Company Matching Program - Virtual Staff Events - Employee Assistance Plans - Flexible Annual Leave - Company Shares Opportunity - Salary range $80k-90k dependent upon experience Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.

• Ensure the Machinify team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies • Help create and drive execution on client strategy including intentional relationship building and supporting growth expansion initiatives • Identify actionable insights from healthcare claims data and results • Project financial results and company revenue based on KPI data and business dynamics • Review all client-facing reporting for accuracy, including reports on: • Impacts of policy customizations or modifications • Comparing actual results to expected or projected results • Trends by product, line of business, policy, providers, etc. • Develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Machinify can deliver measurable results against • Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics • Document and create organizational visibility to key internal stakeholders on: • Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations • Progress of weekly/monthly/quarterly initiatives • Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.) • Work with leadership to communicate and message actionable findings to support client understanding of the data • Become an expert on company platform(s) to support client workflow, delivery, and user onboarding and training • Introduce new functionality, solutions, or capabilities and receive product feedback for formal communication internally to our Product team • Support client contracting efforts and SLA management • Monitor solution performance and deliver quantifiable and qualitative insights to customers via regular meetings, quarterly business reviews, etc. • Act as a key contact for client inquiries, client support, and all key client deliverables • Occasional travel requirements up to 25% of the year to meet client needs

• Identify and build new business • Utilize Microchip’s Client Engagement Process to drive design wins • Communicate effectively with product divisions • Drive the company business relationship with assigned clients

• Own a portfolio of accounts post-launch • Run structured quarterly business reviews • Monitor adoption metrics • Triage inbound support requests • Gather and relay structured product feedback • Document the measurable impact of Avo at each site • Own renewal timelines for your accounts • Identify and develop upsell opportunities • Build mutual success plans with customers • Build and formalize the CS playbook • Create scalable customer-facing resources • Define and instrument the metrics that matter for customer health and team performance • Own the process for gathering and documenting ROI