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Client Success & Resolution Lead

5 days, 16 hours ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Power BI Salesforce
Apply Now
Modern Family Law

Modern Family Law

Modern Family Law provides compassionate and innovative legal representation in divorce and family law, focusing on helping modern families navigate the complexities of family dynamics while prioritizing the well-being of children.

Specialized Consumer Services
51-250
Founded 2004
View All Jobs 12

Description

  • Monitor client concerns, operational friction points, billing dissatisfaction, and other risk signals to identify issues early.
  • Conduct root cause analysis on disputes, complaints, and negative client experiences.
  • Analyze trends across offices, legal teams, billing practices, and workflows to identify systemic problems and improvement opportunities.
  • Serve as the primary point of contact for escalated client concerns and dispute-related matters.
  • Coordinate with attorneys, finance, operations, and leadership to investigate issues and facilitate timely resolutions.
  • Manage resolution workflows and maintain professional, consistent communication with clients throughout the process.
  • Implement standardized client experience and dispute resolution procedures across all offices.
  • Provide leadership with recommendations on client concerns, dispute trends, operational risks, and service improvements.
  • Support development of centralized reporting dashboards and KPI tracking for client satisfaction, disputes, and operational performance.
  • Use client feedback, dispute data, online reviews, and operational reporting to recommend process improvements.

Requirements

  • Bachelor’s degree in finance, business, communications, operations, or a related field is required.
  • MBA, an advanced degree, or relevant certifications are preferred.
  • Certifications in conflict resolution, customer experience, or operations management are a plus.
  • Advanced Excel and data analysis skills.
  • Experience with Salesforce, case management systems, and workflow systems.
  • Strong financial understanding of retainers, billing structures, collections, and accounts receivable impact.
  • Experience interpreting operational and financial reporting.
  • Process mapping and root cause analysis capabilities.
  • Ability to build and maintain KPI dashboards and reporting tools.
  • High emotional intelligence, professionalism, and conflict resolution/de-escalation expertise.
  • Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional teams.
  • Ability to navigate emotionally sensitive situations with composure and sound judgment.
  • Strong ownership, accountability, critical thinking, pattern recognition, and organizational skills.
  • Ability to manage multiple initiatives, deadlines, and shifting priorities in a fast-paced, scaling environment.

Benefits

  • Salary range of $100,000 to $115,000 base pay.
  • Comprehensive medical, dental, and vision coverage.
  • Retirement plan with 401(k) and IRA options.
  • Life insurance coverage, including basic, voluntary, and AD&D.
  • Paid time off, including vacation, sick leave, and public holidays.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.
  • Eligible for work from anywhere after 6 months.
  • Health savings account and flexible spending account options.
  • Employee assistance program and additional voluntary benefits, including accident, critical illness, long-term care, and pet insurance.
  • Commuter and transit benefits may be available in some locations.

Interested in this position?

Apply directly on the company website

Apply Now

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