Jimerson Birr · 13 hours ago
Client Concierge Lead
Jacksonville, Florida
Full-time
Hybrid
Senior Level
5+ years expJimerson Birr is a Florida-based law firm that seeks to exceed client expectations through commitment to excellence and by adding value to our clients’ businesses. The Client Concierge Lead owns and elevates the firm’s end-to-end client experience, ensuring every interaction reflects professionalism, trust, and care while balancing hands-on client engagement with people leadership.
Law EnforcementLegalProfessional Services
Responsibilities
Own the end-to-end client experience across all active matters
Define, reinforce, and uphold firm-wide standards for client communication and service
Serve as the escalation owner for high-risk, high-value, or sensitive client relationships
Lead structured client check-in cadences by matter type and lifecycle stage
Conduct executive-level and complex client outreach with preparation and insight
Maintain real-time visibility into client sentiment, engagement, and risk signals
Partner closely with attorneys, operations, and leadership to resolve issues and reset expectations
Coach and support administrative and concierge team members engaged in client-facing work
Proactively identify opportunities for service growth and contribute to intentional, value-driven positioning
Track client interactions, risks, and referrals within CRM systems
Analyze trends and present insights and recommendations to leadership
Participate in EOS reviews and continuous improvement initiatives
Qualification
Required
Bachelor's degree required
5–7+ years in client experience, concierge, customer success, hospitality, or professional services
Prior leadership or functional ownership experience required
Highly persuasive communicator who builds trust quickly and confidently
Energized by fast-paced, people-driven environments with competing priorities
Comfortable setting direction, making judgment calls, and owning outcomes
Thrive under pressure and enjoy troubleshooting, resolving issues, and moving on
Strategic thinker, who prefers big-picture ownership while delegating detailed execution
Confident, self-directed, and comfortable working with minimal supervision
Able to stretch into detail-oriented work, when necessary, without losing momentum
Polished, professional, and credible in executive-level client conversations
Demonstrated success influencing outcomes without relying on formal authority
Proficient in Microsoft Office and CRM/case management systems
Proficiency with CRM systems such as Salesforce, Litify, or comparable platforms
Preferred
Experience in legal, financial, or other high-trust professional services is strongly preferred
Experience with the OUTGROW sales or revenue growth framework is highly preferred
Background in legal, financial, or professional services preferred
Benefits
Challenging Opportunity with a Company that Cares About Its Most Valuable Asset: YOU!
Commitment to service; Commitment to quality; Commitment to results.
Company
Jimerson Birr
Jimerson Birr specializes in business law, offering litigation services and legal advice across various industries.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Charles B. Jimerson
Chief Executive Officer
Recent News
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