Client Services Consultant (Team Lead)

• Jul 2021 - Present

PracticeEvolve, incorporating Linetime and SOS, are a forward-thinking legal practice management software provider. With a clear pathway to the Cloud, their innovative methodology and focus on development within the software, allows them to offer clients leading edge solutions, while remaining at the forefront of legal technology.

Professional Services Consultant

• Nov 2020 - Present

- Delivery of training and consultation services to new and existing clients.- Provide support to the sales team during the procurement of new sales.- Host webinars and online training sessions.- Support and contribute to the management of the client knowledge base, training programs and the development of technical documentation, videos, training manuals and other company documentation.- Support the design and delivery of employee learning courses, workshops and other trainings.- Contribute to the testing of new software features and provide continued feedback to the Product Manager.- Contribute to the continuous improvement in departmental processes, policies, business operations, quality control and adherence to them.- Facilitate global communications to ensure the transfer of information and skill sets that support company growth.- Assist with establishing best practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organisation.- Contribute to tender responses and deliver bid presentations. - Maintain best practice and consulting in accordance with company standard. Show less

Account Manager

• Apr 2019 - Apr 2020

Houzz is the leading online platform for home remodeling and design, providing people with everything they need to improve their homes from start to finish - online or from a mobile device via our award winning app. From decorating a room to building a custom home, Houzz connects millions of homeowners, home design enthusiasts and home improvement professionals across the country and around the world. With the largest residential design database in the world and a vibrant community powered by social tools, Houzz is the easiest way for people to get the design inspiration, project advice, product information and professional reviews they need to help turn ideas into reality. As an Account Manager I am responsible for: * Managing a large portfolio of Pro+ clients and optimise their profile and program with creative improvements * Seamless relationship management of new and existing clients assigned to me * Renew annual contracts and up-sell clients on additional packages * Maintain and increase the investment of current clients through identifying opportunities for growth for clients through the analysis of their data & analytics * Perform to and exceed set client and revenue retention targets * Work closely with and inspire clients to build their brand to succeed * Identify & implement areas of improvement for clients based on their goals and current campaigns * Analyse the performance of campaigns and provide key insights and recommendations for future improvements and new opportunities * Interpersonal, negotiation and relationship building skills with the ability to communicate and engage clients * Analytic, problem-solving, lateral thinking and interpretive skills * Attending and participating in industry trade shows and events Show less

Account Manager & Business Development Manager - LawMaster - Legal Practice Management Software

• Apr 2018 - Apr 2019

LawMaster is a leading practice management software providing solutions to Law Firms since 1988. With 5 fully integrated management centres, LawMaster seamlessly caters for both back and front offices functions for legal practices. LawMaster's technology is so comprehensive there is no need for software add-ons or reliance on legacy systems. LawMaster is the one source of truth. Practice Management – Client Relationship Management (CRM), Marketing Intelligence, Author Performance Management, Human Resource Management Document Management – Document and Precedent Template automation, Electronic Mailroom, Remote access & Mobility Financial Management – Costing and billing, Management reporting, Payroll, financial and Trust Accounting Knowledge Management – Knowledge Base, Library Management Matter Management – Cost recording, Workflow and Task automation, Matter Party Management, File Management, Critical Date Management Legal Software, Law Software, Practice Management Solution, Precedent Management, Document Management. Legal software Legal practice management software Legal practice management software Australia Law firm software Legal software programs Lawyer software Legal document software Best legal software Legal forms software Law office management software Legal practice software Australia Legal practice software Legal practice management software cloud Law practice legal database software Online legal practice management software Show less

Account Manager - NSW Major Accounts

• May 2016 - Apr 2018

As the Account Manager for our NSW Major Accounts, I am the direct contact point for the Sydney staff of our top national law firm clients in Australia.My objective is to ensure that our clients have the best user experience possible by building relationships and being responsible for training, reporting feedback and promoting new services and enhancements that will assist the firm to meet their due diligence requirements more quickly and efficiently.

NSW National Client Coordinator

• Aug 2014 - May 2016

My current role as NSW National Client Coordinator involves being the 'face' of InfoTrack and a direct point of contact for all of our top tier clients who operate offices in the Sydney CBD.My role involves ensuring that all requests for manual services by these clients are catalogued, managed and tracked correctly and efficiently and that all of our SLA's are met.I am also responsible for ensuring that the clients are updated promptly once any updates come to hand.INFOTRACK - A BETTER WAY TO SEARCHInfoTrack is the market leading Australian legal information broker, providing a fast and easy solution for all your Property, Corporate and Personal searching requirements in addition to affiliated services.We service the following professions / businesses:Legal and ConveyancingBanking & FinanceGovernmentDebt CollectionSurveyorsCPAWe pride ourselves on being the most progressive, efficient and responsive information broker. InfoTrack have over 4000 clients actively using our services regularly. InfoTrack continues to grow aggressively, particularly in the legal market, due to the speed and ease of use of the system, along with the quality of our end to end service.With a focus on saving time and driving efficiency for every search you order, InfoTrack is foremost in providing seamless integration into third party systems. This integration allows a 40% time saving when ordering searches and ensures the automatic capture of all costs, making them immediately available for billing.InfoTrack is also e-conveyancing ready, ensuring clients seamless online access into the PEXA platform upon its release in late 2014. Show less

Helpdesk Consultant

• Apr 2014 - Aug 2014

INFOTRACK - A BETTER WAY TO SEARCHMy role as a HelpDesk Consultant predominantly involves:• Assisting clients with online searches through both LEAP Documents and the InfoTrack website;• Troubleshooting IT issues that inhibits the use of the system;• Handling client enquiries and complaints;• Inputting into the development of systems and new features; and• Follow up calls to ensure that our clients are satisfied with our customer service and service offering.

Part-time Admin Assistant / Secretary

• Jan 2013 - Jan 2014

- Liaising with clients via telephone and email and responding to client queries - General secretarial and administrative duties such as typing of correspondence, filing and other ad hoc duties - Liaising with clients via telephone and email and responding to client queries - General secretarial and administrative duties such as typing of correspondence, filing and other ad hoc duties

Conveyancing Paralegal

• Aug 2011 - Aug 2012

Conveyancing Paralegal- Assisting the Senior Conveyancer with management of all client files- Liaising with clients, agents and banks via telephone and email and responding to client queries- Management of settlement bookings- General secretarial and administrative duties including typing of correspondence, filing and other ad hoc duties

Legal Intern

• May 2011 - Aug 2011

Secured an unpaid internship as a conveyancing assistant in a busy Sydney firm. Was latter offered the opportunity to work for the company as a paralegal.

Assistant Manager

• Jul 2009 - Feb 2011

- Supervision of junior staff- Processing of daily banking and accounting for any discrepancies- Inventory management and re-ordering based on sales history- Making merchandising decisions in order to maximise sales results- Opening, closing and securing the store daily.

Casual Sales Assistant

• May 2008 - Jul 2009