Client Experience Manager

DM Injury Law; Kansas City (MO); On-site; USD 80,000 - 120,000; Full time

Job summary

DM Injury Law is seeking a Client Experience Manager to oversee and optimize the client journey across the firm. You will ensure compassionate, efficient, and professional client service while partnering with legal teams and support staff to raise satisfaction and outcomes.

You will map the end-to-end journey, identify pain points, implement segmentation and targeted communications, and drive data-informed improvements that benefit clients and the firm.

Qualifications

• Experience leading client experience initiatives.
• Ability to map end-to-end client journey and identify pain points.
• Strong collaboration with executives and departments.

Responsibilities

• Map the client experience journey from first contact to post-service.
• Identify stages, touchpoints, and pain points in client interactions.
• Meet with executives to discuss improvement plans.
• Implement segmentation and targeted communications.
• Provide resources to maximize client value.
• Resolve client issues and feedback mechanisms.
• Use data analytics to assess satisfaction and trends.
• Build a streamlined client experience across departments.

Skills

People management

Communication

Organizational skills

Executive influence

Problem solving & analysis

Data-driven analytics

Job description

As a Client Experience Manager, you will be responsible for overseeing and optimizing the entire client experience journey. Your primary focus will be on ensuring that clients receive compassionate, efficient, and professional assistance during their engagement with the firm. You will collaborate with legal teams and support staff to enhance client satisfaction, address concerns, and contribute to the overall success of the firm.

Duties & Responsibilities

• Create a comprehensive map of the client experience journey, from initial contact to post-service interactions.
• Identify key stages, touchpoints, and potential pain points in the client's interaction with the company.
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement.
• Implement strategies for segmentation and targeted communication based on client profiles.
• Provide necessary resources and support to help clients get the most value from services.
• Implement effective systems for addressing and resolving client issues or concerns.
• Implement mechanisms for collecting feedback from clients regarding their experiences with the firm.
• Use feedback to identify areas for improvement and implement necessary changes.
• Utilize data and analytics to assess client satisfaction, identify trends, and make data-driven decisions to enhance services.
• Build a streamlined customer experience across all departments.

Knowledge & Skills

• Comprehensive people management skills
• Outstanding listening, written and oral communication skills - possess the means to present and discuss analysis and strategy to executive management
• Excellent organizational and time management skills
• Demonstrated ability to work and influence decision makers in a fast-paced organization
• Exceptional problem solving and analysis skills, combined with the ability to synthesize and effectively communicate findings to all levels throughout the organization
• Solid analytical expertise with a passion for data-informed decision making