Client Experience Legal Project Coordinator

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Service Delivery: The Client Experience Team enhances traditional legal services offered to clients through proactive communication, actionable reporting, and strategic client satisfaction initiatives. The Client Experience Legal Project Coordinator is anticipated to:

• Collaborate with lawyers and staff on high-volume matters to fulfill service expectations and tackle specific issues or opportunities, enabling the firm to deliver exceptional, differentiated service.

• Partner with lawyers and staff to provide services more efficiently, effectively, and profitably, which includes assessing and developing new business process opportunities utilizing technology, process improvement, legal project management, and alternative staffing.

• Demonstrate a willingness and ability to learn new technology tools (e.g., legal project management, data visualization, and document automation) to enhance efficiencies and add value to the client team.

• Assist the Legal Project Manager in the onboarding and integration of new personnel to fulfill client needs.

• Project Management: The Client Experience Team is tasked with managing multiple requests that impact the firm’s legal teams, the client’s legal operations team, and corresponding success metrics, necessitating adept management of time and resources. The Client Experience Legal Project Coordinator is expected to manage their own responsibilities and to:

• Serve as a point of contact for the matter team and responsible attorneys to intake new client requests, conduct conflict checks, and assign work to timekeepers.

• Aid in the implementation of project management frameworks that enable firm leadership to monitor progress against and adherence to the defined scope of work.

• Integrate with client teams and gain familiarity with legal concepts and terminology.

• Assist in tracking key performance indicators (KPIs) for each matter to evaluate performance (e.g., budget requirements, staffing needs, billing, timekeeping, conflicts, waivers, and compliance with other outside counsel guidelines).

• Implement and manage time entry code sets to gather more detailed information regarding the workstream’s substantive legal work.

• Edit and oversee the maintenance of client-facing matter management sites while entering and upholding accurate project data.

• Client Communication: Understanding how and when to communicate with our clients fosters trust and strengthens relationships. The Client Experience Legal Project Coordinator is expected to:

• Ensure consistent, positive interactions both within the firm and with the client, emphasizing an empathetic, solutions-driven approach to client service.

• Be responsive as a direct point of contact for the firm’s relationship attorney and their clients, addressing inquiries and escalating issues as needed.

• Assist in preparation for and attendance at business review meetings with the firm’s relationship attorneys and clients.

⛳️ Requirements

• 3+ years of experience in legal services or another professional services industry, OR 1+ years of experience in legal services or another professional services industry required with a bachelor’s degree, GED, or High School Diploma.

• Bachelor's Degree.

• Ability to efficiently manage multiple projects concurrently with great attention to detail and minimal supervision.

• Ability to thrive in a team-oriented, service-focused environment and successfully navigate stressful situations with composure.

• Strong problem-solving capabilities and the ability to present clear solution options to team leads, focusing on how we can provide a solution rather than citing reasons why it cannot be done.

• Excellent interpersonal and communication skills in English, with the capacity to effectively communicate, both verbally and in writing, with all levels of a professional services organization.

• Ability to quickly and independently learn new technologies.

• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.

• Experience with Microsoft Power BI, Tableau, HighQ, Azure DevOps, and Microsoft SharePoint is preferred.

• Availability and willingness to work overtime as needed or requested.

🏝️ Benefits

• Choice of health and vision insurance plans.

• 2 paid volunteer days for qualifying community service work.

• Dental plan.

• Fertility and adoption benefits.

• Paid sabbatical after 13 years of service.

• Tuition reimbursement.

• Commuter benefits.

• Retirement contribution.