Client Relationship & Business Development Coordinator

Client Relationship & Business Development Coordinator (Remote – U.S. Based)

Location: Remote 
Employment Type: Full-Time

Become the Heart of Our Client Experience

We are looking for an exceptional  Client Relationship & Business Development Coordinator to become one of the most important members of our firm.

This is not a traditional customer service position.

This is not a position where you simply answer phones, respond to emails, or wait for clients to contact you.

This is a proactive relationship management role.

Our clients hire us during some of the most important moments of their personal and professional lives. They are often dealing with uncertainty, deadlines, government agencies, lawsuits, licensing boards, contracts, business transactions, or regulatory issues.

Once a client hires our firm and entrusts us with their matter, they should immediately feel that they have gained an advocate—not just another service provider.

Your job is to make sure every client feels informed, supported, valued, and confident throughout their entire experience with our firm.

We believe exceptional client service is one of the greatest competitive advantages any business can have.

Our Philosophy

We believe communication builds trust.

Clients should rarely need to ask, "What's happening with my case?"

They should already know.

If we're waiting on an attorney, court, government agency, medical records, opposing counsel, or another third party, our clients deserve to know.

No news is still news to the client.

Silence creates uncertainty.

Communication creates confidence.

We don't wait for fires to start.

We prevent them.

That philosophy applies to every aspect of this position.

We are looking for someone who is  proactive—not reactive.

If you see a potential problem, you solve it before it becomes a complaint.

If a client may become confused, you communicate before confusion develops.

If an attorney is waiting on information, you help move the matter forward.

If multiple clients ask the same question, you don't simply answer it—you help improve the process so future clients have a better experience.

You think five steps ahead.

What You'll Do

• You'll become the primary relationship manager for active clients.
• You'll build trust through proactive communication and exceptional follow-through.

Your responsibilities include:

• Welcoming every new client after they hire the firm.
• Building genuine relationships with clients throughout their matter.
• Providing proactive updates before clients ask for them.
• Keeping clients informed, even when there has not been a significant development.
• Coordinating with attorneys and legal staff to gather updates and communicate next steps.
• Setting expectations regarding timelines and the legal process.
• Helping clients understand what we're waiting on and what comes next.
• Identifying concerns before they become complaints.
• De-escalating difficult situations with empathy and professionalism.
• Maintaining detailed documentation of client communications.
• Following through on every commitment you make.
• Collaborating with attorneys and staff to ensure nothing falls through the cracks.
• Looking for opportunities to improve the client experience.
• Requesting Google Reviews from satisfied clients.
• Building long-term relationships that result in repeat business and referrals.
• Identifying appropriate opportunities to educate clients about additional legal services that may benefit them.

What Makes Someone Successful Here

• This role is built on ownership.
• We want someone who follows through.
• If you tell a client you'll call tomorrow, you call tomorrow.
• If you promise an update Friday, they receive an update Friday.
• You don't need reminders.
• You don't wait for someone to tell you what needs attention.
• You take initiative.
• You communicate.
• You solve problems.
• You help prevent them.
• You're someone clients trust.
• You're someone attorneys trust.
• You're someone the team enjoys working with.

Qualifications

The ideal candidate has experience in client success, customer success, account management, hospitality, healthcare, legal services, sales, or another relationship-focused professional environment.

You should also possess:

• Excellent written and verbal English communication skills.
• Outstanding interpersonal skills.
• High emotional intelligence.
• Genuine empathy for people.
• Strong organizational and time management skills.
• Exceptional follow-through.
• Attention to detail.
• Professionalism in every interaction.
• Confidence handling difficult conversations.
• Strong technology skills and the ability to learn new software.
• The ability to work independently while remaining a collaborative team player.
• A positive attitude and solutions-oriented mindset.

How You'll Know You're Doing an Exceptional Job

• We don't measure success by the number of emails you send or phone calls you make.
• We measure success by the relationships you build and the confidence our clients have in our firm.

You'll know you're succeeding when:

• Clients consistently leave five-star Google Reviews because they felt informed, cared for, and supported.
• Existing clients return to the firm for additional legal services because they trust us.
• Clients refer their friends, family, and colleagues because of the experience you helped create.
• Clients are not calling to say they feel forgotten, ignored, or left in the dark.
• Attorneys receive fewer status-update requests because clients have already been informed.
• Problems are prevented before they become complaints.
• You consistently do what you say you will do.
• Your teammates know they can depend on you.
• You help create a culture of communication, accountability, and exceptional client service.

This Role Is Perfect For Someone Who...

• Is proactive instead of reactive.
• Thinks several steps ahead.
• Loves building relationships.
• Takes ownership.
• Enjoys helping people.
• Is empathetic and emotionally intelligent.
• Is dependable and follows through.
• Is organized and detail-oriented.
• Is professional in every interaction.
• Is easy to work with.
• Thrives in a collaborative team environment.
• Believes communication solves most problems.
• Understands that great client service drives referrals, repeat business, and long-term success.