Director of Client Services – REMOTE – must be fine working EST
Job Description
About the position
The Client Services Director is a key leadership role focused on enhancing the client experience and streamlining service processes within the firm. This position is responsible for managing client-facing relationships, ensuring high-quality interactions, and collaborating with legal professionals to uphold the firm’s commitment to client satisfaction and professionalism.
Responsibilities
- Act as a trusted point of contact for clients, providing guidance on processes and addressing inquiries that do not require direct attorney involvement
- Build and maintain strong relationships with clients, ensuring a positive experience throughout their journey with the firm
- Identify, develop, and implement strategies to improve client communication and service delivery, ensuring consistent, high-quality client interactions
- Collaborate with attorneys and other legal professionals to ensure client needs are communicated effectively and cases are handled with care and urgency
- Develop and maintain systems for gathering and analyzing client feedback, preparing regular reports on client satisfaction and service metrics
- Leverage technology solutions to streamline client service processes and improve the client experience
- Ensure that all client interactions comply with legal, ethical, and confidentiality standards
- Identify and leverage growth opportunities, including cross-selling, upselling, and expanding service lines to meet evolving client needs
- Oversee brand management to ensure consistency and alignment with the firm’s values and target audience
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Requirements
- 5+ years in client services or client relations management, ideally within a legal or professional services settin
- Previous experience in a law firm environment is highly desirabl
- Bachelor’s degree in business, Communication, or a related fiel
- Advanced education or certifications in client relations are a plu
- Strong leadership and people-management skill
- Excellent written and verbal communication skill
- High emotional intelligence and ability to handle sensitive client situation
- Proficiency with CRM software and client management tool
- Ability to think strategically and implement process improvement