Job Description

Trainee Client Executive – Small Law Segment
The Trainee Client Executive plays a vital role in protecting and growing CoCounsel's footprint across
small law firms in England & Wales by focusing on retention and adoption within the existing
customer base. This is an entry-level, developmental role designed to build a strong foundation in
account management, customer engagement, and legal technology, with a clear progression path
toward Sales Executive or Client Executive positions.
The role's primary purpose is to ensure existing subscribers get maximum value from their Thomson
Reuters subscriptions — CoCounsel, Westlaw, and Practical Law — by proactively supporting their
use of digital self-serve tools, training resources, and account management functions. In doing so,
the Trainee Client Executive directly protects retention and identifies signals of risk or opportunity,
feeding qualified leads through to the Sales Executive for conversion into upsell or cross-sell
revenue.

Key Responsibilities
Customer Retention & Relationship Management
• Own a portfolio of existing small law firm accounts, building relationships with day-to-day
users and firm decision-makers to understand how they are using their subscriptions.
• Proactively check in with customers at key points in their lifecycle (post-onboarding, mid-
term, pre-renewal) to ensure satisfaction and reduce churn risk.
• Monitor account health and usage data to identify early warning signs of disengagement,
escalating at-risk accounts appropriately.
Digital Adoption & Self-Serve Support
• Guide customers to the full range of digital support available to subscribers, helping them
manage their accounts and make the most of CoCounsel, Westlaw, and Practical Law.
• Signpost and encourage use of self-serve training and help resources so customers can
independently resolve queries and deepen product usage — reflecting the reality that the
platform works with existing Thomson Reuters subscriptions to Westlaw and Practical Law,
providing immediate access to trusted legal content, with no complex setup process or
months-long training period required.
• Help customers navigate account administration tasks (e.g. user management, billing
queries, access issues), directing more complex cases to the appropriate specialist team.
• Track and encourage engagement with practice-area training resources and workflows
relevant to each customer's area of law.
Opportunity Spotting & Sales Handoff
• Identify signals of upsell, cross-sell, or expansion potential within existing accounts (e.g.
requests for more seats, interest in additional Westlaw/Practical Law content, growing
usage patterns) and pass qualified opportunities to the Sales Executive in a timely, well-
documented way.

Required Qualifications

• Customer-facing experience: Up to 1 year in any role where you dealt directly with customers or clients, such as customer service, a contact centre, retail, hospitality, an internship or a work placement.
• Strong communication skills: You can explain things clearly and professionally by phone, video call and email, and you adjust your style for different audiences, from day-to-day users to firm partners.
• Active listening and curiosity: You ask good questions to find out how customers use their products, what's getting in their way and what they need.
• Organisation and time management: You can manage a portfolio of accounts, plan proactive check-ins at key points in the customer lifecycle, and juggle competing priorities without letting follow-ups slip.
• Comfort with technology: You pick up new software quickly, feel confident guiding others through digital tools and self-serve resources, and can use Microsoft Office (Outlook, Excel, Teams).
• Basic analytical skills: You can read simple usage and account health data, spot trends or warning signs, and act on what you find.
• Problem-solving and judgement: You can resolve routine account queries (user management, access issues, billing questions) and recognise when to pass more complex cases to a specialist team.
• Eagerness to learn: You want to develop, welcome coaching and feedback, and are keen to build a career in account management, customer success or sales.
• Teamwork: You work well with colleagues across Sales, Support and Customer Success.
• Right to work: You are eligible to work in the UK.

Preferred Qualifications

• Legal sector exposure: Experience or study related to law, such as an LLB, GDL/PGDL, SQE preparation, or work as a paralegal or legal assistant. Alternatively, a general understanding of how small and high-street law firms in England & Wales operate.
• Interest in AI and legal technology: Experience with or a real interest in generative AI tools (such as CoCounsel) and how they are changing legal work.
• Software-as-a-service (SaaS) or subscription experience: Exposure to account management, customer success, inside sales or renewals in a software or information services business.
• CRM experience: Familiarity with customer relationship management or customer success platforms such as Salesforce 
• Commercial awareness: An understanding of retention concepts such as churn, renewals, product adoption and customer lifetime value, and the ability to spot signals for upsell or cross-sell.
• Training or demo experience: Experience showing others how to use a product, or running informal training sessions.
• Degree or equivalent: A degree in law, business, communications or a related subject, or equivalent practical experience.

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What’s in it For You?

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