Client Experience Lead

Our busy law office is looking for a Client Services Director to own and elevate the entire client journey across all of our practice areas — from the first hello to the lifelong relationship after the plan is signed. This is a high-trust, high-visibility seat for a self-directed doer who wants to become the person clients and attorneys rely on, and grow into leading the client-services team. The client journey is already designed; your mandate is to run it flawlessly and make it more efficient. As you master the role, you will help define, hire, and lead the team that grows around it. You will be ensuring every person who works with Blue Mahoe feels guided, valued, and cared for. We are looking for a self-starter who wants to plant roots, grow with the firm, and eventually lead a department they helped build. This position is designed as a path to grow into a Manager/Director-level role (with title and pay). Reliable, on-site presence in our Fort Lauderdale office. Full authorization to work in the United States. Responsibilities Own the end-to-end client experience across every practice area: estate planning, elder law, asset protection, probate, guardianship, and business succession — so no client ever falls through the cracks. Run and continuously refine our existing client journey, tightening each stage (intake, onboarding, matter milestones, signings, and post-engagement care) to remove friction and shorten cycle times. Serve as the primary point of contact and advocate for clients, setting clear expectations, communicating proactively, and resolving concerns with warmth and urgency. Partner daily with the principal attorney and legal team to coordinate matter progress, keep clients informed, and keep engagements moving on schedule. Coordinate between attorneys, staff, and clients to manage the law firm’s caseload, present case summaries/updates, and ensure that deadlines are met. Design and document repeatable systems, checklists, and SOPs so the client experience is consistent, measurable, and not dependent on any one person. Manage our practice-management and CRM tools to track every client touchpoint and surface what needs attention. Own client-experience metrics: responsiveness, satisfaction, retention, reviews, and referrals; and report on them to firm leadership. Represent Blue Mahoe at select client events, reviews, and community touchpoints as an ambassador of the firm’s brand and values. Responsibilities (Repeat) Own the end-to-end client experience across every practice area: estate planning, elder law, asset protection, probate, guardianship, and business succession — so no client ever falls through the cracks. Run and continuously refine our existing client journey, tightening each stage (intake, onboarding, matter milestones, signings, and post-engagement care) to remove friction and shorten cycle times. Serve as the primary point of contact and advocate for clients, setting clear expectations, communicating proactively, and resolving concerns with warmth and urgency. Partner daily with the principal attorney and legal team to coordinate matter progress, keep clients informed, and keep engagements moving on schedule. Coordinate between attorneys, staff, and clients to manage the law firm’s caseload, present case summaries/updates, and ensure that deadlines are met. Design and document repeatable systems, checklists, and SOPs so the client experience is consistent, measurable, and not dependent on any one person. Manage our practice-management and CRM tools to track every client touchpoint and surface what needs attention. Own client-experience metrics: responsiveness, satisfaction, retention, reviews, and referrals; and report on them to firm leadership. Represent Blue Mahoe at select client events, reviews, and community touchpoints as an ambassador of the firm’s brand and values. As You Grow - Build and Lead The Team Rebuild and grow the client services team: help define roles, hire, train, and mentor client-facing staff as the function scales. A track record of building or meaningfully improving a client-facing function: processes, teams, or systems you can point to and quantify. Genuine people leadership: Help define the staffing plan for a rebuilt client-services team, then help hire, train, mentor, and develop a team. Oversee the staff management and optimization of our practice-management and CRM tools to track every client touchpoint and surface what needs attention. Drive retention and reactivation: keep clients engaged for plan reviews, funding, and future matters, turning satisfied clients into referral sources. Grow into leading the client-services function day-to-day as it scales with a clear path to a Manager/Director title and compensation. Compensation $60,000 – $78,000 base salary DOE plus a performance bonuses $60,000-$78,000 per year #J-18808-Ljbffr Blue Mahoe Law