Client Experience Coordinator

About the role

The Client Experience Coordinator supports the firm’s Client Teams, Client Feedback program, Troutman Plus Value program, and signature client events. The role works collaboratively with the Client Experience, Business Development, and other firm administrative teams to help promote, create, and maintain customized services, programs, events, and solutions that add value, deepen client relationships, and drive revenue growth.

Responsibilities

• Support client team events, initiatives, and sponsorships in partnership with the Business Development, Events, and Marketing Operations teams.
• Aid with client team administrative tasks, including monitoring client personnel changes and updating HighQ sites.
• Support the efforts of the Client Experience team in advancing the firm’s Troutman Plus Value program.
• Develop high quality, tailored case studies, one-pagers, talking points, and language for RFPs and pitches highlighting the benefits and application of Troutman Plus.
• Partner with the Innovation team to build and maintain client-facing HighQ sites and to test and help rollout other client-facing technology platforms.
• Aid with the planning and execution of signature client events, including the firm’s Legal Operations Summit. This includes conducting research, assisting with client development strategy, program development, attendee communications, on-site support, tracking and follow-up activities.
• Collect, organize, and maintain Client Feedback and Troutman Plus narratives and key tags in Foundation, the firm’s experience management system.
• Aid with the preparation of written reports and development of visual aids to communicate client feedback results, key feedback themes, and client service trends.
• Aid with the creation of small- and large-scale electronic surveys in Qualtrics and related reporting.
• Update, organize, and maintain client projects in Asana, the firm’s project management software.
• Schedule and manage logistics for meetings, presentations, and trainings with attorneys and administrative departments related to Client Experience initiatives.
• Respond to inquiries from clients, attorneys, and administrative departments, assist with resolution of issues, and/or forward to the appropriate person for handling.
• Advise on improvements to Client Experience processes to increase efficiency and internal client service.

Requirements

Highly motivated, results-oriented, creative, and collaborative. Strong project and process management skills, including the ability to prioritize, monitor and manage deliverables for client and department initiatives. Proven ability to communicate effectively verbally and in writing with attorneys, teammates, and other administrative departments of the firm. Strong interpersonal skills, with the ability to provide high-quality service and partner effectively with diverse groups of people at various levels within the firm as well as external contacts. Strong customer service skills. Works well under pressure and can manage and prioritize simultaneous, time-sensitive deadlines. Well-organized with strong attention to detail. Flexibility to manage demands outside of traditional business hours. Ability to handle and maintain confidential client information. Advanced proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word), project management, and electronic survey software. Demonstrated ability to quickly learn and leverage new software applications, mobile applications, and other technologies. Bachelor’s Degree required. Minimum of three (3) years of related experience in a law firm or professional services organization.

Qualifications

Knowledge of legal industry and experience with client relationship management systems. Familiarity with Microsoft Office Suite, project management tools, and electronic survey software. Strong organizational and communication skills. Ability to work independently and manage multiple priorities simultaneously.

Skills

• Project and process management
• Communication (verbal and written)
• Interpersonal skills
• Customer service
• Time management
• Attention to detail
• Flexibility
• Confidentiality
• Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Project management
• Electronic survey software

Benefits

Compliance with city or state workplace mandates in effect regarding Covid-19. Equal Employment Opportunity commitment.

Pay

Hiring Salary Range $70,000.00 - $110,000.00

Schedule

Not specified