Member Success Specialist (Virtual, Full-time)

WEALTHCOUNSEL LLC

5d • Remote

About The Position

WealthCounsel brings together the best - the best drafting software and legal tools, the best educators, the best support staff, and the best collegial community - to cultivate the growth and success of its member attorneys and their clients. We recently added another “best” to our toolbelt when we were awarded the 2025 Best Place to Work in the Cloud. The Cloud Awards is one of the longest-running awards platforms of its kind and recognizes the latest achievements and innovations in cloud computing. We’re committed to fostering a positive work environment that is backed up by competitive benefits (see below) and a culture of collaboration. As we continue to expand, we are seeking a motivated and driven Member Success Specialist to join our team. Every WealthCounsel employee is dedicated to enhancing the member experience for thousands of our members. Member Success Specialists (MSS) are responsible for maximizing member satisfaction and loyalty to WealthCounsel, ultimately driving long-term retention. This is achieved through a positive onboarding process and prompt, efficient responsiveness to member needs. The MSS serves as the primary point of contact for members, collaborating with various departments to effectively address member needs. This role is a balance of proactive outreach and reactive support.

Requirements

• Bachelor's degree or equivalent experience in a direct customer service role, handling numerous phone and email inquiries every day.
• A high-level performer who excels in both a team and individual environment.
• An extremely motivated individual who is passionate about their work and helping members achieve success.
• Aptitude to develop a deep understanding and familiarity with WealthCounsel solutions, tools, and resources to provide training to individuals or small groups.
• Demonstrable ability to work under pressure, and be flexible and adaptable in a changing environment.
• A deep desire to continuously develop skills and knowledge.
• Excellent listening skills with the ability to ask probing questions and understand concerns.
• Exceptional verbal and written communication skills with the ability to clearly communicate members’ needs while maintaining a positive and professional attitude.
• Detail-oriented for data entry, time management, and process follow-through.
• Experience with Zoom, Salesforce, DocuSign, chat tools, and Google Suite tools.

Nice To Haves

• Paralegal training or experience is a plus.

Responsibilities

• Develop and maintain long-term relationships with assigned member firms through onboarding new members, training, monitoring engagement, ensuring adoption, and striving for high levels of member satisfaction.
• Provide timely responses to all incoming member live calls/chats, emails, and inquiries.
• Ensure all member data is accurately and clearly logged in Salesforce (CRM) in a timely fashion.
• Proactively reach out to members within the first year of membership to ensure they are up to date with our latest developments and utilizing all member benefits.
• Demonstrate a strong work ethic, taking ownership and accountability for successful assignment completion, and maintaining self-imposed standards of excellence.
• Assist Members with general troubleshooting issues.
• Contact new members when they join to provide a personalized, goal-oriented onboarding experience for new members.
• Makes an impactful first impression during the first 30 days to ensure members are set up for success.
• Use guided touchpoints/tasks during the member journey and leverages WealthCounsel solutions, membership benefits, and support to achieve their 12-month journey and beyond.
• Share legal education, drafting resources, practice building, and marketing solutions to members.
• Proactively utilize internal resources to identify “at-risk” members and liaise with other departments to work through roadblocks and facilitate training and solutions for members.
• Understand the challenges and needs of members to provide and facilitate effective solutions.
• Actively engage with members considering termination of their membership or subscription(s), aiming to retain them.
• Provide tailored solutions for members experiencing financial difficulties or struggling with their practice.
• Manage the cancellation process when a subscription cannot be saved within the first year of membership.

Benefits

• Competitive salary package (including base salary and performance based incentives)
• Medical/dental/vision plan
• Matching 401(k)
• Generous paid time off package that includes: Paid Time Off (PTO), Holidays (including 2 Floating Holidays), Volunteer Time, Blood Donor Leave, Short Term Disability, Paid Parental Leave and more!
• Matching donations for approved charitable organizations
• Home internet and gym membership reimbursement
• Many opportunities to connect with others from your home office and have fun while you work

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level