Customer Experience Management Specialist

LHH Recruitment Solutions; California; Remote; USD 85,000 - 97,000; Full time

Job summary

LHH Recruitment Solutions partners with a respected regional law firm to hire a Legal Customer Experience Management Specialist who will administer Litera Foundation, the firm’s experience management platform. This remote, full-time role emphasizes data accuracy, adoption, and marketing-tech optimization.

You will collaborate with Marketing, Business Development, and IT to build reports, dashboards, and insights, manage enhancements, and support attorney bios, matters, proposals, and rankings

Qualifications

• Experience with Litera Foundation or similar experience-management platforms preferred.
• Law firm or professional services experience required or strongly preferred.
• Strong understanding of CRM/CEM administration, data governance, reporting, and analytics.

Responsibilities

• Serve as the primary administrator for Litera Foundation, ensuring data accuracy and integrity.
• Support business development by maintaining bios, matters, proposals, rankings, and marketing assets.
• Collaborate with Marketing, Business Development, and IT to manage enhancements, integrations, testing, upgrades, and platform optimization.
• Develop reports, dashboards, and analytics to inform marketing performance and firm leadership.
• Lead user training and adoption initiatives to maximize Foundation and related marketing technologies.

Skills

Litera Foundation administration

CRM/CEM administration

Data governance

Reporting and analytics

User training and adoption

Stakeholder management

Tools

Litera Foundation (tool)

Job description

LHH is partnering with a respected regional law firm to hire a Legal Customer Experience Management Specialist. This role will support the firm's Marketing and Business Development team by serving as the primary administrator for Litera Foundation, the firm's experience management platform. The Legal CEM Specialist will play a critical role in maintaining attorney and matter experience data, supporting business development initiatives, driving user adoption, ensuring data accuracy, and optimizing marketing technology platforms that support firm growth.

The firm is seeking an organized marketing technology candidate for this full-time, remote opportunity with a preference for candidates located in the Pacific Time Zone. The role offers a competitive salary between $85,000-$97,000 depending on experience plus comprehensive benefits.

What you will do:

• Serve as the primary administrator for Litera Foundation, ensuring the accuracy, consistency, and integrity of attorney, practice, and matter experience data.
• Support business development efforts by maintaining representative matters, attorney biographies, proposal content, rankings submissions, and other key marketing assets.
• Partner with Marketing, Business Development, and IT teams to manage system enhancements, integrations, testing, upgrades, and ongoing platform optimization.
• Develop reports, dashboards, and analytics that provide actionable insights for marketing performance, business development initiatives, and firm leadership.
• Lead user training, documentation, and adoption initiatives to increase engagement and maximize utilization of Foundation and related marketing technologies.
• Support data governance efforts and help establish best practices surrounding data quality, workflows, reporting, and platform management.

What you will bring:

• Experience administering or supporting Litera Foundation is strongly preferred, while adjacent legal experience-management platforms would be considered.
• Law firm or legal services industry experience required; professional services experience may also be considered.
• Strong understanding of CRM/CEM administration, experience management platforms, data governance, reporting, and analytics.
• Experience supporting attorney bios, representative matters, proposals, RFPs, rankings submissions, and business development initiatives.
• Experience working with additional marketing technology platforms, CRM systems, email marketing tools, or website content management systems.
• Excellent communication, organization, project management, and stakeholder management skills.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers