National Head of Client Experience & Intake

Terrance Private Investigator & Associates; Georgia; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Advancement opportunities

Multi-market travel

Firm-provided tools and systems

Job summary

Terrance Private Investigator & Associates seeks a National Intake & Client Relations Manager to own the client experience from first inquiry through case closure. You will lead intake staff across markets, set service standards, and ensure transparent communications with clients and attorneys.

Reporting to the National Investigations Director, this full-time role requires travel between markets, quick decision-making, and a commitment to confidentiality and discretion in sensitive matters.

Qualifications

• Minimum 4 years in client intake, client relations, account management, inside sales, or client-facing ops with 2 years in leadership
• Proven ability to convert inquiries into engaged clients while qualifying accurately
• Experience managing client relationships in professional services, legal, insurance, or trust-driven fields
• Ability to build and enforce intake and communication standards across a team
• Strong consultative communication skills handling distressed consumers and demanding attorneys

Responsibilities

• Own the firm's intake across markets from first contact through engagement and handoff to operations
• Respond to and manage inbound inquiries; drive speed-to-contact standard
• Conduct or oversee client consultations and qualify cases for fit, scope, and expectations
• Set, enforce, and document intake and client communication standards and scripts
• Lead, train, and develop intake and client relations staff across markets
• Coordinate handoff between clients and investigative operations
• Manage client expectations regarding scope, timeline, and costs
• Oversee engagement setup including agreements and retainers
• Serve as senior escalation point for client concerns and complaints
• Maintain client retention and satisfaction; nurture follow-up relationships
• Maintain relationships with attorney, insurance, and corporate accounts
• Track intake metrics: response time, conversions, retention; report findings
• Collaborate with marketing to align lead volume with intake capacity

Skills

Consultative communication

Client intake leadership

CRM & pipeline management

Handling distressed clients

Multi-market coordination

Professional services background

Education

Bachelor's degree in business or communications

Tools

CRM software

Case management systems

Reporting/analytics tools

Job description

Terrance Private Investigator & Associates seeks a National Intake & Client Relations Manager to own the client experience from first inquiry through case closure. You will lead intake staff across markets, set service standards, and ensure transparent communications with clients and attorneys.

Reporting to the National Investigations Director, this full-time role requires travel between markets, quick decision-making, and a commitment to confidentiality and discretion in sensitive matters.