Job Title: Client Relations Manager (CRM)
We are a fast-growing, highly structured disability law firm dedicated to guiding clients through complex Social Security Disability (SSD) and Long-Term Disability (LTD) claims. We pride ourselves on clear communication, rigorous processes, and providing an exceptional client experience. We leverage advanced legal tech to keep our team efficient and our clients informed.
We are looking for a process-driven, empathetic, and highly organized Client Relations Manager to oversee the critical bridge between our firm and our clients, ensuring no lead or client feels left in the dark.
Position Summary
The Client Relations Manager is responsible for managing the client lifecycle from initial onboarding through ongoing client satisfaction tracking. This is not a traditional sales role; it is a management role focused on relationship consistency, communication execution, and process optimization. You will ensure our standard operating procedures (SOPs) for client communication are executed flawlessly, track key performance indicators (KPIs) regarding client retention/satisfaction, and directly manage the client onboarding experience.
Key Responsibilities
- Onboarding Management: Oversee and execute the firm’s standard onboarding specialists' workflows, ensuring new clients are welcomed, educated on our processes, and tech-boarded smoothly.
- Workflow & System Management: Utilize and optimize our tech stack (including CRM/case management tools like Clio and automated workflows) to track client touchpoints and ensure zero communication gaps.
- KPI Tracking: Monitor, analyze, and report on client relations metrics—specifically focusing on front-end conversion data, onboarding speed, and client satisfaction scores.
- Issue Resolution: Act as the primary point of escalation for client concerns, resolving issues with empathy, authority, and professionalism to maintain high satisfaction and firm reputation.
- SOP Development: Continuously refine and document Standard Operating Procedures (SOPs) for the client relations team to ensure scalable, consistent client experiences.
- Collaboration: Work closely with the intake team and legal department to ensure a seamless handoff from a signed lead to an active case.
Qualifications & Skills
- Experience: 3+ years of experience in client relations, customer success management, or account management (Legal, insurance, or medical field experience is a major plus, but not required).
- Tech Savvy: Strong proficiency with legal practice management software (e.g., Clio, MyCase) and workflow automation tools (e.g., Zapier, Jotform) is highly preferred.
- Data-Driven: Comfortable working with KPIs, tracking metrics, and utilizing dashboards to measure team success.
- Communication Mastery: Exceptional verbal and written communication skills. You can explain complex concepts simply and deliver tough news with empathy.
- Process-Oriented: A passion for building, following, and refining checklists and SOPs.
What We Offer
- Competitive salary commensurate with experience.
- Comprehensive benefits package (Health, Dental).
- Paid Time Off (PTO) and paid holidays.
- A structured, metrics-driven environment where your success is clearly defined and celebrated.
- Three offices: Palm Harbor, St. Petersburg, and Tampa, FL
- Opportunities for professional growth within a scaling firm.
How to Apply : "Please include a brief cover letter outlining your experience managing customer success metrics or using legal technology tools."
Pay: $19.00 - $22.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
