DescriptionClient Relations Manager - Located on-site in Albany, NY. Compensation - $50,000 - $90,000 annually.
- Growth, growth, and more growth!
- Ongoing legal training for attorneys and legal support staff!
- A collaborative team!
- Summer Friday schedules!
- A focus on work-life balance!
- Competitive salaries, incentives, and bonus structure!
- Career advancement opportunities!
Employee success and client experience is #1!See why The Colwell Law Group is consistently voted as top law firm!
- Voted as one of the Best Places to Work in the NY Capital Region for 2023!
- Ranked as one of America's Top Law Firms 500 6 years in a row!
- Ranked as one of America's Fastest Growing Companies by INC5000!
The Colwell Law Group, LLC ( CLG ) has been delivering exceptional legal services to the Capital Region and surrounding counties for two decades. Our outstanding reputation has been earned through close collaboration with clients, understanding their legal needs, prioritizing their objectives, and guiding them toward success.At CLG, we represent our clients with a team-oriented approach that capitalizes on the strengths and extensive experience of our legal team. This collaborative strategy enables us to consistently achieve positive outcomes and add significant value to our clients' cases. At CLG, clients benefit from a legal team, not just an individual attorney, all dedicated to upholding the firm's core values:
ResponsibilitiesAt the firm, the Client Relations Manager sees sales as a service the firm performs for our prospective new clients ( PNCs ). The CRM meets by telephone, Zoom, and/or in person, with PNCs who are assigned to his or her calendar by the intake specialist to help the PNC find clarity about their situation, educate them about their legal options, and help the client make the best decision for their future and for the firm to achieve its goals.This position keeps detailed notes in a central database documenting all contacts with the PNC both before, during, and after the meeting, including follow-up attempts. This position reports to the Sales Manager of the firm. Manage the schedule to balance availability for meetings with prospective new clients and for follow-up with PNCs who decline the firm's servicesMaintains detailed client notes in a centralized database for easy reference and accessBe a collaborator and cover for your fellow salespeople to assist the firm and help prospective new clients find clarity and relief from their situationFollow-up with current clients at set milestones and check-in points during their case or legal matter. This helps ensure client satisfaction and address any concerns or issues that may ariseFacilitates a professional introduction and transition to the legal team once the PNC has retained the firm to ensure a seamless onboarding process and effective collaboration between the PNC and legal teamActively engages in dialogue with sales and firm management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on the front-line experienceUtilize a consultative solution-selling approach when conducting sales calls to illustrate the value and benefits of the firm's serviceMay serve as a backup Intake Specialist, as neededMay supervise and lead other team members, as neededOther duties as assigned by the Sales Manager or firm's management teamRecord monthly and quarterly sales and performance goals to ensure they are being metCommunicate with prospects via email, phone calls, or other forms of communication to convert them into qualified leads and funnel them to the sales pipelineKeep the customer database updated to ensure information on prospective and past clients is currentAssess and send qualified leads to inbound sales representatives so they can convert clients and provide quick turnaroundWork within your specific geography to find new business opportunitiesExpand the clientele by finding new business opportunities within specific geographiesQualify incoming leads so appointments are arranged as fast as possible to provide an excellent customer service experienceKeep the customer database updated to ensure information on prospective and past clients is currentProspect potential customers via cold calling, email, or other forms of communication to ensure they are added to the sales pipeline and produce more qualified leadsReport on key performance and sales metrics on a monthly and quarterly basis to ensure sales goals are achievedQualificationsBe an independent, initiative-taker who thrives on immersion and communication in a rapidly changing legal environmentPossess an initiative-taking, can-do attitude with great follow-through, resourcefulness, and diligence to exceed goals and expectationsHas the ability to be an active listener, practice sensitivity, empathy, and compassion, and has a client service mindsetMaintains a commitment to overall professional development, lifelong learning, and career upskillingPossesses excellent people skills and verbal and written communication skillsExperience with Clio and KEAP CRM is preferred but not requiredExperience working in an environment that uses customer service performance metrics and scorecards to drive client experience satisfaction is preferred but not requiredKnowledge of the legal services industry is preferred but not required1-5 years of experience selling high-ticket tangible products, professional services, legal services, or financial services is preferred but not requiredExperience providing direct leadership to a sales team is preferred but not requiredGreat time management, interpersonal, and communication skills, both written and verbalPossess a valid U.S. driver's license and be able to travel by carHigh school diploma required, bachelor's degree preferred