Client Relation Manager – Client Acquisition

Client Relation Manager – Client Acquisition

Family & Matrimonial Law

Locations: Syracuse or Rochester, New York
Job Type: Full-Time
Work Location: 100% In Person
Schedule: Monday–Friday (Some weekends Round-Robin with team for occasisonal weekends)
Compensation: $55,000–$60,000 base salary, plus performance-based incentive opportunities

About The Colwell Law Group

The Colwell Law Group is a premier Family and Matrimonial Law firm serving clients throughout Upstate New York.

For more than 20 years, we have helped individuals and families navigate difficult life transitions with compassion, professionalism, and exceptional service. Our mission is to create Fearlessly Evolved Families by helping clients move forward with confidence, clarity, and support.

Position Overview

At The Colwell Law Group, we understand that deciding to hire an attorney is a significant and deeply personal decision.

The Client Relation Manager – Client Acquisition is a consultation and closing sales professional who takes ownership of the prospective client relationship at the consultation stage and guides qualified prospective clients through the decision to retain The Colwell Law Group.

This is not a traditional intake or customer-service position. The Client Relation Manager conducts structured consultations, uncovers the prospective client’s needs and priorities, communicates the value of the firm and its attorneys, handles questions and objections, asks for the business, facilitates payment, and guides the prospective client through completion of the engagement process.

The Client Acquisition function owns the following stages of the prospective client journey:

Consultation → Objection Handling and Close → Payment → Signed Engagement Letter → Retained Client

Success requires a high level of empathy, consultative selling ability, emotional intelligence, professional confidence, and accountability for measurable conversion results.

Key Responsibilities

• Conduct structured consultations with qualified prospective clients by telephone, video conference, or in person.
• Establish trust, credibility, and meaningful connection during emotionally sensitive conversations.
• Use thoughtful discovery questions to understand the prospective client’s circumstances, concerns, priorities, urgency, and desired outcome.
• Confirm the prospective client’s needs, readiness to move forward, and financial ability to retain the firm.
• Clearly communicate the value of The Colwell Law Group, its attorneys, its services, and the client experience.
• Connect prospective clients’ needs with the appropriate services and value offered by the firm.
• Explain the engagement process, approved fee information, payment requirements, and available funding or payment options.
• Identify and professionally address concerns related to timing, cost, trust, readiness, attorney fit, and other barriers to retention.
• Ask directly and confidently for the prospective client’s business.
• Create appropriate urgency and guide qualified prospective clients toward a clear decision.
• Facilitate payment and completion of the engagement letter and other required retention documents.
• Confirm that all required steps have been completed before the prospective client is identified as retained.
• Maintain timely and persistent follow-up with qualified prospective clients who do not retain the firm during the initial consultation.
• Develop structured follow-up strategies based on each prospective client’s needs, objections, circumstances, and level of readiness.
• Accurately document consultations, needs, objections, follow-up commitments, payments, engagement status, and outcomes in the firm’s CRM and related systems.
• Maintain ownership of the prospective client relationship until the client has completed payment and the engagement process.
• Coordinate a professional and seamless transition from the Sales Department to the appropriate legal and client-service teams.
• Meet or exceed established performance expectations, including consultation completion rates, conversion rates, same-day retention, follow-up conversion, payment completion, engagement-letter completion, revenue, CRM accuracy, and other assigned KPIs.
• Collaborate with Client Relation Managers working in Client Development to ensure continuity throughout the prospective client journey.
• Participate actively in sales coaching, consultation review, call review, role-play, objection-handling exercises, performance feedback, and professional development.
• Follow all firm-approved processes, scripts, pricing guidelines, ethical requirements, and confidentiality standards.
• Clearly distinguish sales and administrative guidance from legal advice and promptly involve an attorney when a prospective client requires legal analysis or advice.
• Perform other duties as assigned.

Required Qualifications

• Three or more years of direct sales experience involving consultations, presentations, objection handling, closing, and measurable performance expectations.
• Demonstrated success converting qualified prospects into paying clients or customers.
• Proven ability to meet or exceed sales quotas, conversion goals, revenue targets, or other established performance metrics.
• Experience confidently asking for the business and guiding prospective clients toward a purchasing decision.
• Strong consultative selling, discovery, presentation, negotiation, objection-handling, and closing skills.
• Strong empathy and the ability to build trust during personal, urgent, or emotionally difficult conversations.
• Excellent verbal communication, active listening, and relationship-building skills.
• High emotional intelligence, professionalism, judgment, and discretion.
• Confidence discussing pricing, financial readiness, payment requirements, and funding options respectfully and professionally.
• Ability to balance compassion with urgency, direction, and accountability for results.
• Strong organization, follow-through, persistence, and attention to detail.
• Ability to manage multiple prospective clients at different stages of the decision-making and follow-up process.
• Comfort using CRM software, phone systems, video-conferencing platforms, payment systems, email, and other business technology.
• Ability to receive coaching, apply feedback quickly, and remain accountable for individual performance.
• Ability to work full-time and in person at the Syracuse or Rochester office.

Preferred Qualifications

• Sales or business-development experience within legal services, healthcare, senior care, behavioral health, admissions, professional services, financial services, or another high-trust environment.
• Experience conducting structured sales consultations with prospective clients or customers.
• Experience selling professional or high-value services with a longer or emotionally complex decision-making process.
• Experience handling financial objections and discussing payment or funding options.
• Experience using follow-up strategies to convert prospective clients who did not purchase during the initial consultation.
• Familiarity with family law, matrimonial law, legal services, or law-firm intake and sales processes.
• Experience working within a performance-driven sales team using defined KPIs, consultation reviews, coaching, and CRM reporting.

Legal intake, healthcare, admissions, customer-service, or other client-facing experience is valuable; however, it does not replace the required direct sales and closing experience.

Who Will Thrive Here

You may be a strong fit if you are:

• A consultative closer who knows how to guide a conversation toward a decision.
• Compassionate and capable of connecting with people during difficult circumstances.
• Confident discussing money, value, payment, and commitment.
• Comfortable asking directly for the business.
• Skilled at identifying the real concern behind an objection.
• Persistent in follow-up without becoming transactional or overly aggressive.
• Able to create urgency while maintaining trust and professionalism.
• Competitive and motivated by measurable results.
• Organized, dependable, and committed to completing every step of the sales process.
• Coachable and willing to improve through call review, role-play, and performance feedback.
• Comfortable being held accountable for conversion and revenue goals.
• Motivated by helping people make informed decisions and move forward during challenging life circumstances.

Sales Department Growth and Flexibility

Client Relation Manager is the core position throughout The Colwell Law Group’s Sales Department. Client Acquisition identifies the primary stage of the sales process for which this position is responsible.

As the department develops, Client Relation Managers may be cross-trained or moved between Client Development and Client Acquisition based on individual strengths, demonstrated skills, performance, professional growth, and the needs of the firm.

Some Client Relation Managers may be especially effective at initial connection, qualification, trust-building, and creating commitment to a consultation. Others may demonstrate stronger consultation, objection-handling, and closing abilities. Our goal is to develop well-rounded Client Relation Managers and position their talents where they can have the greatest impact on the overall sales process.

Why The Colwell Law Group?

• Competitive base salary and performance-based incentive opportunities.
• Professional sales coaching and ongoing training.
• Career advancement and leadership-development opportunities.
• Opportunities to develop skills across multiple stages of the sales process.
• A collaborative, accountable, and high-performance culture.
• Leadership committed to employee development and success.
• Meaningful work that directly impacts individuals and families.

Be the Standard

At The Colwell Law Group, excellence is built through accountability, courage, continuous improvement, and a commitment to serving our clients with compassion and integrity.

We are looking for professionals who want to grow, be challenged, achieve measurable results, and contribute to a team committed to setting the standard in Family and Matrimonial Law.

Equal Opportunity Employer

The Colwell Law Group, LLC is an Equal Opportunity Employer and provides equal employment opportunities to all qualified applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person