The Client Experience Coordinator supports the firm's Client Teams, Client Feedback program, Troutman Plus Value program, and signature client events. The Client Experience Coordinator will work collaboratively with the Client Experience, Business Development, and other firm administrative teams to help promote, create, and maintain customized services, programs, events, and solutions that add value, deepen client relationships, and drive revenue growth.
Essential Duties and Responsibilities:- Support client team events, initiatives, and sponsorships in partnership with the Business Development, Events, and Marketing Operations teams.
- Assist with client team administrative tasks, including monitoring client personnel changes and updating HighQ sites.
- Support the efforts of the Client Experience team in advancing the firm's Troutman Plus Value program.
- Develop high quality, tailored case studies, one-pagers, talking points, and language for RFPs and pitches highlighting the benefits and application of Troutman Plus.
- Partner with the Innovation team to build and maintain client-facing HighQ sites and to test and help rollout other client-facing technology platforms.
- Assist with the planning and execution of signature client events, including the firm's Legal Operations Summit. This includes conducting research, assisting with client development strategy, program development, attendee communications, on-site support, tracking and follow-up activities.
- Collect, organize, and maintain Client Feedback and Troutman Plus narratives and key tags in Foundation, the firm's experience management system.
- Support the efforts of the Client Experience team in advancing the firm's Client Feedback program.
- Assist with scheduling client feedback interview introductory calls, prep calls, and debrief calls with attorneys.
- Log, categorize, and maintain client feedback data in Reson8.
- Assist with preparing written reports and developing visual aids to communicate client feedback results, key feedback themes, and client service trends.
- Assist with developing, maintaining, and updating Client Experience publications and collateral, such as one-pagers, client conversation toolkits, PowerPoints, website content, intranet, etc.
- Assist with creating small- and large-scale electronic surveys in Qualtrics and related reporting.
- Update, organize, and maintain client projects in Asana, the firm's project management software.
- Schedule and manage logistics for meetings, presentations, and trainings with attorneys and administrative departments related to Client Experience initiatives.
- Respond to inquiries from clients, attorneys, and administrative departments, assist with resolution of issues, and/or forward to the appropriate person for handling.
- Advise on improvements to Client Experience processes to increase efficiency and internal client service.
Knowledge, Skills, and Abilities:- Highly motivated, results-oriented, creative, and collaborative.
- Strong project and process management skills, including the ability to prioritize, monitor and manage deliverables for client and department initiatives.
- Ability to work independently while keeping Client Experience leadership and attorneys apprised of progress on projects and initiatives.
- Proven ability to communicate effectively verbally and in writing with attorneys, teammates, and other administrative departments of the firm.
- Strong interpersonal skills, with the ability to provide high-quality service and partner effectively with diverse groups of people at various levels within the firm as well as external contacts.
- Strong customer service skills.
- Works well under pressure and can manage and prioritize simultaneous, time-sensitive deadlines.
- Able to remain flexible while delivering high quality work in a demanding environment.
- Well-organized with strong attention to detail.
- Flexibility to manage demands outside of traditional business hours.
- Ability to handle and maintain confidential client information.
- Advanced proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word), project management, and electronic survey software.
- Demonstrated ability to quickly learn and leverage new software applications, mobile applications, and other technologies.
Education and/or Experience: - Bachelor's Degree required.
- Minimum of three (3) years of related experience in a law firm or professional services organization.
#LI-HybridThe Firm will comply with any applicable city or state workplace mandates in effect in regards to Covid-19.
This position description is intended to describe the general content of and requirements for the performance of the job. The statements contained in the position description are not necessarily all-inclusive and additional duties and responsibilities may be assigned as determined by business needs.
This position description does not constitute a written or implied contract of employment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Compensation is dependent on several factors, such as position, location, market, education, training, and/or experience.Hiring Salary Range:$70,000.00 - $110,000.00
