Associate Client Relationship Manager

Associate Client Relationship Manager

Mon-Fri 9am-6pm CST

Logan, UT

On-Site or Hybrid depending on location 

About the Role

We are seeking a Client Relationship Manager (CSM) to provide high-touch, concierge support to our most strategic and demanding client-large law firms that rely on our services to operate efficiently, securely, and successfully. This role requires a combination of excellent communication, client relationship management, and problem-solving skills. You will serve as a trusted advisor and the first line of support for key legal clients, ensuring their needs are met with urgency, accuracy, and professionalism. Strong market knowledge of working with high-pressure, fast-paced corporate deal transactions is a plus!

Key Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for assigned large law firm accounts.

• Collaborate and assist in coordinating the client work among the client support team. 

• Develop strong trusted relationships with legal administrators, attorneys, and CSC’s cross-functional teams.

• Understand each client’s business model, workflow, and service expectations to tailor support accordingly.

• High-touch personal presence with the client including regular phone calls and in-person client visits (as needed).

Support & Issue Resolution:

• Respond to inquiries and manage service requests through phone, email, and chat with a sense of urgency and care, including entering orders into CSC’s systems. 

• Own complex issues from start to finish, coordinating with internal departments (e.g., Technical Support, Product, Billing) to ensure timely resolution.

• Escalate critical client concerns appropriately while maintaining communication and managing expectations.

Account Monitoring & Proactive Support:

• Monitor client activity and identify potential issues or areas for improvement before they impact the client.

  • Provide proactive outreach, including usage reviews, system updates, and process enhancements.

  • Assist with onboarding, product training, and best practice recommendations.

  • Commercial mindset to help inform clients about other services that can help support their business needs.

Documentation & Reporting:

• Maintain accurate records of client interactions, support tickets, and service milestones.

• Provide regular updates to account managers or client success teams on account health and risk indicators.

Qualifications

Required:

• 3–5+ years of experience in customer service or account management, preferably in a B2B or professional services environment.

• Experience working with law firms, legal clients, or in a legal tech company is strongly preferred.

• Exceptional communication skills, both verbal and written, with a polished, professional demeanor.

• Ability to manage multiple high-priority tasks in a fast-paced environment.

• Strong technical aptitude with the ability to learn and support software platforms and tools.

• Problem-solving mindset with a client-first attitude.

Preferred:

• Familiarity with legal industry workflows, terminology, and systems (e.g., document management, billing, case management).

• CRM or support software experience (Salesforce, Zendesk, HubSpot, etc.).

Key Traits for Success

• Proactive, empathetic, and solutions-oriented

• Highly organized with attention to detail

• Comfortable working with demanding clients and