Director of Client Services

GA Probate Lawyers•Cumming, GA

11h•Onsite

About The Position

The Director of Client Services is a non-attorney who handles the client intake and sales for the Firm. The primary functions are to prequalify and screen leads, conduct initial consultations (‘strategy sessions”) with prospective new clients, convert them to clients, and successfully onboard the new client for the legal team. Authority: In accordance with the ethical rules governing lawyers, the Director of Client Services will not provide legal advice, quote a fee (however, the Director of Client Services may share a fee that has been determined by the Owner), or enter into an engagement with a client. The Director of Client Services will prepare prospective clients for entering an engagement with the Owner or other designated attorney by obtaining the client’s signature and then receiving an attorney’s approval.

Requirements

5 + years of experience in sales of products or services, luxury or high-end products and services. are preferred.
A proven track record using a consultative sales approach is required.
Education and/or work experience are equivalent to a bachelor’s degree.
A strong interest in consultative solutions selling
Experience with CRM, particularly reporting, required.
Knowledge of the legal industry is an asset.

Responsibilities

Booking initial introductory calls (“Welcome Calls” at the firm).
Initial screens to rule out unqualified leads through a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest.
Collect information about the PNCs and the matters for which they are seeking the Firm’s help.
Assure the PNCs that the Firm’s attorneys and staff will be able to help them.
Show compassion for their troubles.
Provide a general description of the Firm’s services in the area where the PNC needs help.
Send information materials.
Oversee the client onboarding process to include creating the Engagement Agreement and accepting payment.
Follow the Onboarding Glide Path
Keep detailed records in the databases about the number of PNCs scheduled for initial consultation that appeared for initial consultations, the number that engaged, and other associated metrics.
Stay in contact with Leads who do not schedule consultations.
Actively engage in dialogue with management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on “front-line” experience.
Manage own schedule to balance availability for meetings with prospective new clients.
Be a team player.
Periodically attend tradeshows and networking events as a professional representative of the firm.