Client Concierge

The law firm of Divorce With A Plan is looking for an experienced Client Concierge to manage the client experience with accountability. This position is responsible for building and maintaining strong relationships with the firm's clients. This is a job for someone who will provide high-touch, dedicated support to clients with clarity, compassion, and consistency.

The Client Concierge is the steady, trusted point of contact for clients from onboarding through case closure. You will serve as the main point of contact, ensuring client satisfaction, resolving issues, and collaborating with the Legal, Client Success, and Marketing teams to meet client needs.

Work Schedule:

• Full-time (40 hours/week)

When applying, please prepare a cover letter to include answers to the questions below, plus a writing sample.

• Do you have at least 2 years in client service, client success, or account management? Briefly describe the industries you supported and typical daily tasks.
• Have you worked with U.S. clients or in a law firm/professional services environment? Share specific responsibilities.
• Which case management/CRM tools have you used (e.g., Clio Manage, HubSpot, Salesforce) and how did you use them day to day?
• Writing sample: Provide a short welcome email to a newly retained client, introducing yourself as their Client Concierge and outlining next steps.

Client Communication: 

• Send welcome emails and calls to explain the process, timelines, and next steps.
• Act as the primary point of contact, provide prompt responses, and conduct regular check-ins. 
• Serve as the primary post-retention contact for new clients.

Client Management: 

• Provide clear instructions for document uploads and forms (Clio Manage and firm trackers).
• Keep client data accurate in Clio Manage and internal trackers.

Relationship Management: 

• Build and maintain positive client and internal firm relationships based on trust and reliability. 

Problem Resolution: 

• Address and resolve client issues and concerns efficiently. 
• Triage and escalate urgent concerns to attorneys/paralegals promptly.

Client Satisfaction: 

• Perform scheduled milestone check-ins (post-attorney meeting, 50-day, 6-month, and pre-closure).
• Implement and manage client satisfaction/NPS surveys; follow through on feedback.

Analysis: 

• Summarize trends from surveys and check-ins; report actionable insights.

Strategic Engagement: 

• Identify cross-referral or re-engagement opportunities.
• Provide thoughtful follow-ups to prospects who do not hire immediately.
• Conduct G.A.S. ("we care") calls with former clients and Potential New Clients to maintain relationships and drive referrals.

Collaboration:  

• Partner with Marketing, Client Success, and Legal Teams to meet client needs and improve the customer experience.

Required Skills & Qualifications:

• Communication and Interpersonal skills: Excellent verbal and written communication, negotiation, and interpersonal abilities are crucial. Able to draft empathetic, professional emails and handle sensitive phone conversations. Calm, patient, and professional with clients under stress.
• Strategic Thinking: Able to develop and implement strategies for client concerns and retention.
• Organizational Skills: Strong attention to detail and the ability to manage multiple client accounts. Hit deadlines and fully document every activity in the case.
• Technical Proficiency: Proficient in Clio Manage (or other similar CMS/CRM software) and Google Workspace (Docs, Drive, Sheets).
• Experience and Education: A bachelor's degree in a related field and several years of experience in customer relationship management, preferably in a law firm or professional services organization.