Description:

The Client Success Specialist is responsible for assisting the Senior Account Executive's clientele, marketing initiatives, and overall workload. They are responsible for monitoring the AE's email folder, promptly responding to client requests, and fielding all other client communication via phone or email. They will also assist the AE with day-to-day administrative requests.

CLIENT SUCCESS SPECIALIST ESSENTIAL FUNCTIONS:

Manage and field client emails/calls in a professional and courteous manner
Respond to clients in a timely manner
Loop in back office as needed
Respond to client check ins as needed
Reach out to dormant clients (haven't scheduled in X days)
Resolve client issues and disputes or escalate as needed
Work with back office
Coverage issues
Billing inquiries
Issue resolution
Proofread all client-facing correspondence
Client deliveries
Salesforce Usage
Update client profiles in CRM
Create tasks/next steps
Pull reports of client tiers (target accounts/top accounts/decreasing accounts)
Catch jobs that should be assigned
Marketing Initiatives
Lead Generation
Prospecting new accounts via LinkedIn/Law360/other avenues (e.g., social media, legal journals)
Firm research (new and existing) and docket alerts
Send eblasts and drip campaigns to target accounts, top accounts/decreasing accounts)
Swag shipments
Send handwritten notes to clients (new schedulers/check ins/etc)
Packing and shipping gifts (new user/holiday/quarterly gifts)
Calendar Management
Appointment setting
Coordinate and book client meetings
Travel arrangements
Restaurant reservations
Expense Report
Continue and build outside vendor relationships
Increased support while AE is on vacation

CLIENT SUCCESS SPECIALIST LOCATION:

Candidates must reside in the D.C, Maryland, Virginia area. Position is mainly remote with occasional travel in the D.C metro area.

CLIENT SUCCESS SPECIALIST SHIFT:

9:00am - 5:00pm EST

CLIENT SUCCESS SPECIALIST COMPENSATION:

$23.00 - $24.04 per hour

BENEFITS:

Medical stipend
Dental
Vision
Voluntary Term Life Insurance
Voluntary Whole Life Insurance
Voluntary Long Term Disability
PTO
Paid and Floating Holidays
401(k)
Employee Assistance Program (EAP)

Requirements:

Bachelor's degree preferred. Candidate must have excellent written and verbal communication skills, experience with Microsoft Office products. Experience with Salesforce a plus. Legal field experience preferred. Strong attention to detail and excellent customer service skills required.

EOE M/F/D/V

Compensation details: 23-24.04 Hourly Wage

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Client Success Specialist