Customer Enablement Executive, Legl
More information about location
Digitalising an archaic industry - modernising law firm operations.
Job no longer available
Digitalising an archaic industry - modernising law firm operations.
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
Legl is on a mission to help everyone access the law, by giving law firms the tools to reduce costs, generate more revenue and take on more clients; giving clients the best experience in this changing legal market.
Role
Who you are
- 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
What the job involves
- We are recruiting for a Customer Enablement Executive to join Legl's Customer Enablement
- Legl provides a great experience for law firms and people accessing legal services - we care deeply about the experience of lawyers and their clients when they use out platform
- Acting as the first point of contact with our users, you will be a critical function as the face of Legl
- Unlocking value for our customers by proactive and reactive support through various channels, our Customer Enablement Executive will identify repeated customer issues and craft mitigation plans
- 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
- Working collaboratively with members of the Enablement team (and beyond), you will autonomously implement best practises to drive an impact at Legl and our clients
- 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
- 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
Our take
The legal industry is becoming increasingly dependent on technology, such as through analytical tools being used to pore through documents, and automation systems converting physical documents into digital content. Legl wants to transform the industry, bringing technology to its heart. The company's platform contains new tools for law firms to use, including improved systems for online payments, compliance, raising awareness around legal issues, and helping consumers have a better experience of the law.
Legl is not alone in this field: other SaaS companies, such as LawOn, are similarly aiming to streamline the legal process. However, legal tech is still in its infancy so there's definitely room for multiple players.
The biggest challenge facing Legl will be getting firms on side, especially the large firms that dominate most of the spend in the space. The legal industry is notoriously slow moving, so uptake might be slow initially. However, if Legl can fulfil its ambitions to help law firms grow and succeed in a digital-first world, there is no reason why it shouldn't see great success in the future.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
43% employee growth in 12 months
Company
Funding (2 rounds)
May 2022
$18m
SERIES B
Jan 2021
$7m
SERIES A
Total funding: $25m
Company benefits
- Choice of equipment
- Season tickets or Cycle-to-Work scheme
- Regular company off-sites and social events
- 26 days holiday (excl. bank holidays)
- A dynamic, remote-first culture, where we focus on making work work for you. We give generous budgets for home set-ups, co-working space use if you need or want it, office spaces for collaboration in person
- A focus on wellbeing, with a personal wellbeing budget
- A generous learning and development budget
- Share options, so we all share in Legl’s success
- Opportunity to join a well-funded, post-Series B startup with product-market-fit to grow, expand and scale, in our mission to make legal services better for everyone
Company values
- Ambition
- Agility
- Collaboration
Company HQ
Islington, London, UK
Articles
Founders
Julia Salasky
(CEO)Previously an associate at Linklaters and a lawyer at the United Nations.
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