Client Success & Resolution Lead
New
M
Modern Family LawLegal Services
Colorado, United States. Texas, United States. California, United States. Washington, United States. Virginia, United StatesFull-TimeLead
Salary100,000 - 115,000 USD per year
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Job Details
- Required Skills
- Data AnalysisMicrosoft Power BISalesforceMicrosoft Excel
Requirements
- Bachelor’s degree in finance, business, communications, operations, or related field.
- Advanced Excel and data analysis skills.
- Experience with Salesforce, case management, and workflow systems.
- Understanding of financial concepts: retainers, billing structures, collections, and AR impact.
- Process mapping and root cause analysis capabilities.
- Ability to build and maintain KPI dashboards and reporting tools.
- Expertise in conflict resolution and de-escalation.
- High emotional intelligence and professional communication skills.
- Proven judgment regarding confidentiality and sensitive business matters.
Responsibilities
- Monitor and identify recurring client concerns, operational friction points, and billing-related dissatisfaction.
- Develop proactive risk indicators and escalation protocols to identify at-risk client matters.
- Conduct detailed reviews and root cause analysis of disputes and complaints.
- Analyze trends across offices to identify systemic issues and improvement opportunities.
- Serve as the primary point of contact for escalated client concerns.
- Coordinate with legal, operational, and leadership teams to investigate and resolve issues.
- Implement standardized client experience and dispute resolution procedures.
- Support the development of Power BI dashboards for KPI tracking.
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