Client Success Specialist

Description

The Client Success Specialist is responsible for assisting the Senior Account Executive’s clientele, marketing initiatives, and overall workload. They are responsible for monitoring the AE’s email folder, promptly responding to client requests, and fielding all other client communication via phone or email. They will also assist the AE with day-to-day administrative requests. 

CLIENT SUCCESS SPECIALIST ESSENTIAL FUNCTIONS:

• Manage and field client emails/calls in a professional and courteous manner
• Respond to clients in a timely manner
• Loop in back office as needed
• Respond to client check ins as needed
• Reach out to dormant clients (haven’t scheduled in X days) 
• Resolve client issues and disputes or escalate as needed
• Work with back office
• Coverage issues
• Billing inquiries 
• Issue resolution 
• Proofread all client-facing correspondence 
• Client deliveries
• Salesforce Usage
• Update client profiles in CRM
• Create tasks/next steps
• Pull reports of client tiers (target accounts/top accounts/decreasing accounts)
• Catch jobs that should be assigned
• Marketing Initiatives
• Lead Generation
• Prospecting new accounts via LinkedIn/Law360/other avenues (e.g., social media, legal journals)
• Firm research (new and existing) and docket alerts
• Send eblasts and drip campaigns to target accounts, top accounts/decreasing accounts)
• Swag shipments
• Send handwritten notes to clients (new schedulers/check ins/etc)
• Packing and shipping gifts (new user/holiday/quarterly gifts)
• Calendar Management
• Appointment setting
• Coordinate and book client meetings
• Travel arrangements
• Restaurant reservations 
• Expense Report
• Continue and build outside vendor relationships
• Increased support while AE is on vacation 

CLIENT SUCCESS SPECIALIST LOCATION:

Remote with occasional travel in the Richmond, VA area

CLIENT SUCCESS SPECIALIST SHIFT:

9:00am - 5:00pm EST

CLIENT SUCCESS SPECIALIST COMPENSATION:

$23.00 - $24.04 per hour

Requirements

Bachelor’s degree preferred. Candidate must have excellent written and verbal communication skills, experience with Microsoft Office products. Experience with Salesforce a plus. Strong attention to detail and excellent customer service skills required.

EOE M/F/D/V