Client Experience Manager

“MIKE’S GOT THIS!” – DM Injury Law is a premier personal injury law firm headquartered in the heart of Kansas City, Missouri. Founded in 2013 by Mike DiPasquale and Jason Moore, the firm has and continues to grow, as we provide our clients with the professionalism and compassionate legal representation after a traumatic and sometimes life altering event of a personal injury.

Employee Perks:

• Benefits package – Health, vision, and dental insurance coverages
• 401(k) matching retirement plan – up to 4%
• 3 weeks (120) hours of PTO
• Paid holidays
• Work/Life balance – do the job you love, with great people and NO long, crazy hours!
• Stability – become an integral member of an energetic team in a growing law firm

As a Client Experience Manager, you will be responsible for overseeing and optimizing the entire client experience journey. Your primary focus will be on ensuring that clients receive compassionate, efficient, and professional assistance during their engagement with the firm. You will collaborate with legal teams and support staff to enhance client satisfaction, address concerns, and contribute to the overall success of the firm.

Duties & Responsibilities:

· Create a comprehensive map of the client experience journey, from initial contact to post-service interactions.

• Identify key stages, touchpoints, and potential pain points in the client's interaction with the company.
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement.
• Implement strategies for segmentation and targeted communication based on client profiles.
• Provide necessary resources and support to help clients get the most value from services.
• Implement effective systems for addressing and resolving client issues or concerns.
• Implement mechanisms for collecting feedback from clients regarding their experiences with the firm.

o Use feedback to identify areas for improvement and implement necessary changes.

• Utilize data and analytics to assess client satisfaction, identify trends, and make data-driven decisions to enhance services.
• Build a streamlined customer experience across all departments.

Knowledge & Skills:

· Comprehensive people management skills

• Outstanding listening, written and oral communication skills – possess the means to present and discuss analysis and strategy to executive management
• Excellent organizational and time management skills
• Demonstrated ability to work and influence decision makers in a fast-paced organization
• Exceptional problem solving and analysis skills, combined with the ability to synthesize and effectively communicate findings to all levels throughout the organization
• Solid analytical expertise with a passion for data-informed decision making