Client Experience Leader

Client Experience Leader

Location: United States or Puerto Rico
Position Type: Full-Time
Reports To: Chief Operating Officer (COO)

Job Type: Full-Time

Overview:

Napoli Shkolnik PLLC, a nationally recognized litigation law firm, is seeking a Client Experience Leader to drive transformational change in how the firm engages and serves its clients. This pivotal role will oversee all aspects of client experience by coordinating strategic initiatives across multiple departments to improve overall client satisfaction and loyalty.

The ideal candidate is a collaborative leader with a proven track record of enhancing client experiences in complex, service-driven industries. They will have the vision and expertise to design and implement initiatives that prioritize client success and innovation, ensuring that Napoli Shkolnik remains a leader in client service excellence.

Key Responsibilities:

Strategic Client Initiatives:

• Launch a client success team model that provides proactive support and fosters lasting relationships.
• Design and implement issue tracking, escalation, and resolution SLAs to ensure timely and effective client service.
• Build a client feedback loop to gather, analyze, and act on insights that drive continuous improvement.
• Develop a video series to educate clients on key elements of the legal process and address common questions.

Technology and Innovation:

• Collaborate with Bronson, IT and other departments to enhance digital tools that improve the client experience, including portals and communication platforms.
• Identify and implement technology solutions to streamline workflows and improve accessibility for clients.

Client Communication and Engagement:

• Establish consistent and empathetic communication practices across all client touchpoints.
• Partner with Marketing to align messaging and ensure client-facing materials reflect the firm’s commitment to advocacy and excellence.

Collaboration and Leadership:

• Coordinate across multiple departments, including Medical, Intake, CSR, Marketing, IT and Operations to align client experience strategies.
• Lead a cross-functional team to execute initiatives and monitor their impact on client satisfaction.

Performance Measurement and Reporting:

• Define and track key performance indicators (KPIs) to measure client satisfaction and engagement.
• Regularly report on progress to the COO, providing actionable insights and recommendations for improvement.

Required Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; advanced degree preferred.
• 7+ years of experience in client experience, customer success, or a similar role, ideally in a professional services environment.
• 2 +years of Law Firm experience
• Demonstrated success in designing and executing client-focused initiatives that improve satisfaction and loyalty.
• Strong project management skills with the ability to lead cross-functional teams.
• Familiarity with client experience technologies such as CRMs, client portals, and feedback tools.

Desirable Skills

• Experience in the legal industry or a comparable service-driven environment.
• Strong analytical skills and a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, with a client-first mindset.
• Creative problem-solving and the ability to adapt strategies to meet client needs.
• Knowledge of the latest trends in client experience and digital transformation.

• Bilingual fluency in English and Spanish.

What We Offer

• A competitive salary and benefits package, commensurate with experience.
• The opportunity to shape the client experience strategy of a mission-driven firm.
• A collaborative and innovative work environment that values client advocacy and service excellence.

• Flexibility to work hybrid and be based in the United States or Puerto Rico.
• Dynamic and inclusive work environment.

If you are passionate about delivering exceptional client experiences and have the vision and skills to lead transformational initiatives, we invite you to apply.

To Apply:
Please send your resume and a cover letter detailing your qualifications and approach to enhancing client experience to [Insert Contact Information]. Applications will be reviewed on a rolling basis. We look forward to discovering how your expertise can contribute to our team’s success.

Napoli Shkolnik PLLC is committed to fostering an inclusive and supportive workplace and is an equal opportunity employer.