Client Experience & Value Coordinator

Role Summary

Baker, Donelson, Bearman, Caldwell, & Berkowitz, PC has an opening for a Client Experience & Value Coordinator in its Nashville, TN office. The Client Experience & Value Coordinator provides administrative and operational support for client growth initiatives, including the Clients of Focus Program and client feedback, as well as client experience efforts, including client experience training and client journey mapping.

Essential Duties And Responsibilities

• Provide administrative support to the Clients of Focus Program and related organic growth initiatives.
• Track revenue generating activities, client engagement activities, program milestones and KPI’s, and success stories.
• Collaborate with financial reporting to compile monthly metric reports and quarterly Clients of Focus dashboard updates for Firm leadership.
• Prepare and distribute agendas for key client and client service team meetings and action items following meetings.
• Maintain client growth plans, action plans, meeting notes, follow-up items, and status updates for key clients.
• Maintain content with the Clients of Focus SharePoint site, Client Growth OneNote and other shared resources.
• Ensure materials are current, organized, easy to access, and aligned with program needs.
• Collect and organize Clients of Focus updates from Business Development team members for quarterly leadership meetings with the COO, Department Chairs, Practice Group Leaders, and Department Operations Directors.
• Collaborate with the events team to provide administrative and logistical support for Clients of Focus events and other in-person client engagements, such as client team meetings and CLE programs.
• Work with Director of Client Experience & Value to prepare annual Clients of Focus report for CEO, COO, and Chief Marketing & Business Development Officer.
• Provide administrative support to client experience efforts.
• Maintain Client Experience & Value training materials, templates, journey maps, and related resources.
• Aid in scheduling, preparation, logistics, and follow-up for Client Experience & Value training programs.
• Maintain and update journey maps and related client experience tools based on input from Client Experience & Value team members.
• Maintain the client feedback database with updated feedback; pull reports that highlight themes and KPIs.
• Provide administrative support to the Client Experience & Value team on special projects related to client feedback, client experience & value initiatives, and internal training.

Knowledge, Skills And Abilities Required

• Demonstrated knowledge of MS Suite (Word, Excel, CoPilot, PowerPoint, OneNote).
• Hard working and flexible attitude with ability to effectively multi-task under tight deadlines; excellent interpersonal, written and verbal communication skills, analytical mindset, attention to detail and strong customer focus.
• Ability to protect confidential client, financial, and Firm information in accordance with Firm policies.
• Ability to work collaboratively with attorneys, business professionals, and other internal stakeholders.
• Strong execution and organizational skills, including the ability to track action items, monitor progress, and proactively request updates.
• Ability to collect, organize, review, and summarize data for reports, dashboards, presentations, and leadership updates.

Education And Work Experience

• Four-year college degree, preferably in communications, marketing or related field.
• Equivalent combination of education and relevant work experience may be considered.
• Experience working in client experience, marketing, business development or related fields.
• Professional services environment preferred.
• Law firm environment ideal.