Client Success Lead

🕒 il y a 17 jours

🏄 California, Colorado, +3 états de plus – Distant

🏄 California – Remote ⛰️ Colorado – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $100 000 - $115 000 / an

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Modern Family Law

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2004

👥 B2C

B2C

Modern Family Law est un cabinet d'avocats en droit de la famille innovant, axé sur la technologie et compassionnel, qui aide les individus et les familles à naviguer à travers le divorce, la garde, le soutien et les questions de droit familial connexes. Le cabinet met l'accent sur des services rentables et axés sur la technologie (y compris des calculateurs, un centre de ressources et des honoraires flexibles/SimpleStart), opère dans plusieurs emplacements aux États-Unis, et soutient le développement de carrière grâce à un soutien LLP et à un programme de mentorat pour les stagiaires après l'examen du barreau.

Description

• The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm. • Serve as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints. • Acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care. • Help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention. • Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction. • Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process. • Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences. • Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement. • Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm.

🎯 Exigences

• Advanced Excel and data analysis skills. • Experience with Salesforce, case management, and workflow systems. • Strong financial understanding including retainers, billing structures, collections, and AR impact. • Experience interpreting operational and financial reporting. • Process mapping and root cause analysis capabilities. • Ability to build and maintain KPI dashboards and reporting tools. • High emotional intelligence and professionalism. • Conflict resolution and de-escalation expertise. • Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments. • Strong ownership mentality and accountability. • Critical thinking, sound judgment, and pattern recognition. • Ability to navigate emotionally sensitive situations with composure and professionalism. • Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously. • Flexibility and ability to respond quickly and positively to shifting demands. • Ability to manage deadlines and shifting priorities in a fast-paced environment. • Bachelor’s degree required in finance, business, communications, operations, or a related field. • MBA, advanced degree, or relevant certifications are preferred. • Certifications in conflict resolution, customer experience, or operations management are a plus.

🏖️ Avantages

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Training & Development • Eligible for Work From Anywhere after 6 months