About BigHand

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

We are a business driven by our values and have these at the centre of everything we do.
Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

About the role

Focused on driving the value BigHand customers receive from the people productivity solutions, you will help drive growth of BigHand’s Net Revenue Retention (NRR). You will utilize your product expertise when engaging with clients, ensuring our customers success and that users adopt and utilise the solutions successfully in line with their business objectives. Your success in ensuring customer value will be measured by maximising your assigned clients NRR value to the business and their willingness to share this success.

You will also use your deep understanding of current challenges in law firm operations to provide clients with insights into ways the BigHand solution can address these challenges.

You will collaborate with both internal delivery teams and the customer to ensure clear objectives to success are set and achieved using the current solution. There is also a requirement to work with the products teams to ensure that ongoing programs of work & the product roadmap are relevant and represent the voice of the customer as well as assisting marketing with webinars and thought leadership.

What you’ll do

Partner with clients to ensure their overall success with the BigHand solution and address churn risks and growth opportunities to maximise NRR.
A product expert & champion for the resource management product in the people productivity area.
Provide single point of contact and insight between your client group and all BigHand global teams by sharing client feedback and product requests.
Ensuring excellent renewal rates to achieve GRR targets through organised CS management, customer service, and forecasting.
Capture client health information and ensure actions are carried out to address any risks of churn.
Develop customer case studies and reference sites to support sales and marketing activities.
Preparing and executing presentations for customer touchpoints including Kick Offs, Key Objective Reviews, Success Planning, adoption success and Renewal meetings.

What we’re looking for

You will have experience working with Law firms in an resource management and administrative organisation and you understand the tasks undertaken to successful keep a law firm operational.
You will be very focused on how Law Firms work today and how lawyers delegate work. You are a natural communicator with an energetic & hard-working nature. Intrinsically motivated, you have a strong attention to detail and will thrive working independently or as part of a team.
You keep cool under pressure & effectively prioritise, maintaining a high level of organisational & customer facing skills at all times. You thrive on seeing your clients renew their contracts and buy additional services on the back of the solutions, advice and support you give them.

What we offer

• 25 days holiday (exc. bank holidays) + 3 BigHand days off between Christmas & New Year
• Various wellbeing benefits including private medical, vision, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back with company volunteer events and individual volunteer days
• Career growth opportunities and study leave allowance
• Family benefits including enhanced parental leave, secondary caregiver leave and fertility support
• Financial benefits including pension scheme, life assurance, and salary sacrificing
• Cycle to Work Scheme and Tech Scheme
• Growing business with a global presence, flexible working, modern offices, and remote work options

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.

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