Client Services Associate

The relationship you build with our clients is consultative in nature and your ability to identify their immediate and long-term needs will allow you to provide them with the right expert solutions that deliver measurable value to our clients. Your concierge approach helps retain our customers and convert them to enthusiastic advocates of our team and the services we provide.

Lead Conversion:

• Manage new leads within Salesforce from initial lead assignment through to final lead conversion into a signed contract

• Achieve lead conversion performance goals

• Clarify client requests that may need additional vetting

• Deliver a personalized and engaging client experience from initial introduction and intake, to presenting the expert available for their cases, to finalizing the solution with the client to begin the contract phase of their lifecycle

• Maintain confidentiality when handling client, expert, and case information

• Route special issues and inquiries that will require additional resources to the appropriate team, in accordance with established systems and procedures

• Anticipate client needs and overcome client concerns to deliver a solution that meets their case needs

• Maintain accurate client records and interactions within Salesforce to ensure all case notes and pertinent details of cases, our recommendations, their contracts, and outcomes are searchable by all associates who interact with the client

• Process leads by communicating case issues with potential experts and consultants, discussing their credentials, qualifications, skills and experience, availability, and overall appropriateness to assist clients

• Confirm compensation rates and retainers for experts and update them as needed within Salesforce

• Work with the recruitment team as needed in securing specialized experts that need to be included in our network

Client Retention:

• Maintain ongoing client and expert relationships by providing education, guidance, and support to clients and experts about company services

• Generate new leads from existing clients by identifying and developing new business opportunities while servicing clients

• Recommend long-term solutions to fit our existing clients' recurring needs – trust is a keystone of our organization, and we believe it's critical to your success as an advisor

• Build, develop, and maintain partnerships with team members and other departments to maximize effectiveness in servicing existing

• Help convey the voice of the customers and the trends on client and expert needs to the Marketing and development teams

• Attend meetings, trainings, and events

• Perform other duties as assigned

QUALIFICATIONS

• Self-starter with ability to work in a fast-paced, highly entrepreneurial environment

• Excellent listening, verbal, and written communication skills

• Highly professional, articulate, personable, and great with people

• Personal/professional integrity and proven discretion in handling confidential information

• Superior ability to troubleshoot and resolve issues with diplomacy

• Ability to understand and communicate scientific and technical information

• Excellent critical thinking ability and excellent problem-solving skills

• Creativity, adaptability, tenacity, a sense of urgency, and a hands-on orientation

• Excellent negotiating and analytical skills

• High level of accuracy and attention to detail

• Ability to work well under pressure and meet stringent deadlines

• Ability to multitask and prioritize

• Ability to respond to a high volume of correspondence

• Good work ethic, eagerness to learn, and a "can-do" attitude

• Proficient in Salesforce, Microsoft Office

• Direct experience with the legal profession is a plus

EDUCATION & EXPERIENCE

• Bachelor's degree in legal studies or legal management preferred but not required

• 2+ years of work experience in customer/client services