Customer Operations Coordinator

About Legatics

Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.

Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and King & Wood Mallesons. And we’ve been used on transactions in more than 60 countries  on transactions worth over $1 trillion.

The role

This role sits within the Customer team at Legatics, reporting into the Head of Customer and has three main functions:

Project coordination

• Project coordination of the Legatics Transition project (a workstream transitioning customers from the Legatics legacy platform to the live platform):
  • Tracking customer status
  • Flagging objections and risk
  • Working with internal teams on communication plans
  • Status updates to the wider business
  • Overseeing customer data migration
  • Providing additional support for customer data migration as required
• Project coordination across customer operations projects overall as required.

Customer operations

• Managing the onboarding of new customers onto the Legatics platform
  • Ensuring all necessary information is passed handed from business development to customer facing teams BD to CS/EG
  • Ownership of the new customer onboarding (NCO) form and associated processes
  • Setting up new customers on the Legatics platform and enabling integrations as required
  • Setting up Sandboxes for prospective customers
• Offboarding of Legatics customers.
• First line support for Integrations (set up and ongoing maintenance) and point of contact for integrations queries with Product team.
• Ongoing management of Legatics environments for customers  (post-onboarding) - e.g. setting up new integrations.
• Providing back-up Support on responding to Support tickets via Intercom (our Support system) and by phone (during office hours) and escalating as required.
• Providing back-up support on knowledge base updates required upon product releases

Data and reporting

• Working with Revenue Operations on setting up Data Studio (our business intelligence dashboard for reporting on customer usage) for the Customer team creating new dashboards based on team/company requirements).
• Working with Revenue Operations on SalesForce optimisation for the existing business team.
• Assisting with key performance indicator and other internal reporting required for the CS/EG teams and upwards reporting.
• Ensuring customer related processes work effectively and help to identify opportunities for continual process improvement and improved efficiency.
  

Requirements

What we need from you:

• Experience in Project Coordination, Customer Success, Customer Support or Customer Operations
• Projects and processes
  • Ability to manage complex, multi stakeholder projects using project management frameworks and software 
  • Experience in automation or process improvement projects
  • Good teamwork ability
  • Solid organisational skills, including multitasking and time-management
• Data analysis
  • Strong ability to work with Excel/Google Sheets formulae
  • Ability to analyse, chart and critique data
• Software skills
  • Ability to understand and set up project management and other business organisational software quickly (e.g Salesforce, Jira, Notion, Excel, Google Suite, Monday, Asana or ClickUp)
  • An affinity for software systems and the ability to use them to the best of their capabilities 

Benefits

What we offer you:

• Salary of £30,000 - £35,000 per annum depending on experience.
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Access to Mental healthcare for you and your immediate family.
• Enhanced parental leave policies so you can spend more time with your family.
• Lots of opportunities for accelerated professional development and career progression.
• Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
• A warm, genuinely collaborative culture and an awesome team; and
• Regular socials.

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.