Client Experience Architect

Sweet James, LLP; Newport Beach (CA); On-site; USD 120,000 - 210,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Vision insurance

Job summary

Sweet James Accident Attorneys in Orange County, CA seeks its first Director of Client Success to redesign the client journey across intake, treatment, negotiation, settlement, and disbursement. You will diagnose gaps, rearchitect client-facing roles, and define a scalable operating model with clear metrics and escalation paths.

You will report to the Managing Partner and collaborate with attorneys, case management, settlement, and accounting teams, including regional offices.

Qualifications

• 8+ years building and leading customer success, customer experience, or customer service teams, including direct management of people and managers.
• Track record as a builder: stood up a team or function from scratch or rebuilt one that was underperforming.
• Metrics orientation: defined customer experience metrics, built the reporting behind them, and managed teams against them.
• Operating model experience: designed roles, processes, service standards, and escalation paths for a customer-facing organization.
• Hands-on with escalations: personally managed high-stakes customer escalations.
• Independence: able to define strategy from an ambiguous mandate and execute with limited direction.
• Fluency in customer experience best practices (journey mapping, voice-of-customer programs, service recovery).

Responsibilities

• Diagnose the baseline: map the end-to-end client journey and analyze attrition, complaint, and review data.
• Design the operating model: define client experience strategy, roles, handoffs, service standards, and escalation paths.
• Build and lead the teams: rebuild existing client-facing teams or stand up new ones, including hiring and training.
• Own the metrics: define client experience metrics, build reporting, and pilot improvements.
• Build the escalation system: create mechanisms to surface unhappy clients early and route escalations effectively.
• Partner across the firm: align changes with attorneys, case management, settlement, accounting, and regional leaders.

Skills

Customer success leadership

Team building

Metrics driven

Escalation management

Independent strategist

Journey mapping

Voice of customer

CRM experience

Tools

Salesforce

Case management systems

Job description

Sweet James Accident Attorneys in Orange County, CA seeks its first Director of Client Success to redesign the client journey across intake, treatment, negotiation, settlement, and disbursement. You will diagnose gaps, rearchitect client-facing roles, and define a scalable operating model with clear metrics and escalation paths.

You will report to the Managing Partner and collaborate with attorneys, case management, settlement, and accounting teams, including regional offices.