Law Mom,LLC ® · 1 month ago
Client Experience & Engagement Coordinator - In Person
Newburyport, MA
Full-time
Onsite
Senior Level
$28/hr - $29/hr
5+ years expLaw Mom, LLC is dedicated to providing 5-star service in estate planning. They are seeking a dynamic Client Experience & Engagement Coordinator who will manage leads and potential new clients, ensuring they receive compassionate support throughout the estate planning process.
Law Practice
Responsibilities
Lead & PNC Management: Prioritize and nurture leads and PNCs based on their status (hot, warm, cold), ensuring that every PNC feels like the most important person you’ve spoken to today. Guide them through the process with empathy and offer solutions to address their needs
Fast-Paced Environment: Stay organized in a fast-paced environment, ensuring that leads and PNCs are nurtured through text, email, and phone calls while following firm procedures
Meeting KPI Goals: Track and analyze KPIs related to lead and PNC engagement, conversion rates, and performance. Ensure weekly, monthly, and quarterly goals are met, with performance-based bonuses tied to success
Lead Conversion & Follow-Up: Manage lead and PNC conversion rates from initial outreach to attorney consultations. Ensure every lead is followed up on and no one falls through the cracks
Thinking on Your Feet: Continuously strategize and adjust approaches when conversion rates aren't hitting goals. Think outside the box to solve challenges, understand gray areas, and find what works best in each situation while maintaining adherence to procedures
Calendar & Appointment Management: Efficiently manage multiple attorney calendars using Zoho CRM, Bookings and Acuity, ensuring smooth scheduling for consultations and follow-ups
Event & Webinar Support: Be available for 3 evenings a month to support attorneys at events/webinars. Handle pre and post-event follow-ups to engage non-bookers
Engagement & Payment Assistance: Assist attorneys with engagement letters, manage payments, and track outstanding balances. Ensure leads and PNCs understand the payment process and remain engaged
Data & Reporting: Analyze booked and non-booked leads and PNCs to determine patterns and improve conversion rates. Provide detailed reporting to the marketing and sales teams
Client Support & Community Engagement: Provide outstanding, compassionate support to leads and PNCs, ensuring they feel cared for and confident in their decisions. Assist with technical issues (Zoom, Bookings and Acuity) and ensure timely responses to client inquiries
Curiosity & Passion: Approach every lead and PNC with curiosity, listen deeply to their needs, and offer personalized solutions. Be passionate about helping people, showing empathy and care throughout their journey
Qualification
Required
Excellence in Zoho CRM or similar systems, Gmail, Google Calendar, Bookings, Acuity, and Zoom is mandatory
Ability to troubleshoot and quickly learn new systems
Excellence in sales data reporting and utilization of Excel
A listening ear with strong verbal and written communication skills to guide leads and PNCs through the estate planning process with compassion and clarity
Manage multiple calendars, tasks, and leads and PNC interactions efficiently and accurately in a fast-paced environment
Strong focus on meeting KPI goals, with performance-based bonuses tied to successful lead and PNC conversion
Passionate about nurturing leads, addressing client concerns, and ensuring clients feel supported and engaged throughout their journey
Collaborate effectively with attorneys, legal support staff, and the marketing team to ensure smooth operations and prioritize client success
5+ years experience in similar positions
Benefits
Competitive Salary with discretionary bonuses.
Health Insurance to support your well-being.
401(k) Plan with company match.
Paid Time Off to maintain work-life balance.
Professional Development Opportunities to support your growth.
Company
Law Mom,LLC ®
Law Mom,LLC ® believes that every family deserves the strongest possible protection and the chance to control their money in later life – no matter what! We are committed to listening to you with sensitivity and respect.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase