Client Technologies Manager jobs in Lafayette, LA

Are you passionate about creating exceptional client experiences and skilled in enhancing the client journey with empathy and efficiency, particularly in the legal sector?

Do you possess the creativity to innovate client engagement, melding expertise in legal services with cutting-edge outreach strategies?

Can you adeptly navigate the complexities of a legal firm, ensuring seamless synergy among legal professionals, administrative staff, and external stakeholders to meet and exceed client success metrics?

Is your approach to client experience a blend of strategic foresight and genuine empathy, aiming to transform how legal services are perceived and delivered?

Final question: When faced with a challenge, do you get excited or run away?

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At Laborde Earles Law Firm, LLC, we are committed to redefining the legal experience for our clients through unwavering support, comprehensive resources, and a deep understanding of their needs. Our dedication to excellence spans across practice areas such as personal injury, workers' compensation, and civil litigation, ensuring our clients receive top-tier legal representation. With a presence in key Louisiana locations including Lafayette, Alexandria, Marksville, New Iberia, and New Orleans, we are poised to make a significant impact in the lives of those we serve. Our commitment extends beyond the courtroom, with a wealth of resources including educational blogs and community support initiatives that underscore our mission to empower and inform.

Reporting to our Legal Operations Manager and our Marketing Director, the role of Client Experience Manager is integral to our mission, serving as the linchpin in our efforts to provide an unparalleled client experience. This position demands a unique blend of skills, including strategic vision, empathy, and a deep commitment to client satisfaction. Your responsibility will include overseeing the entire client journey, ensuring consistency and excellence across all touchpoints, and fostering a culture of continuous improvement and innovation.

What You’ll Do:

• Client Journey Management: Spearhead efforts to streamline and optimize the client experience across all locations, ensuring a consistent and high-quality interaction from first contact to case resolution.
• Team Collaboration: Work closely with intake teams, paralegals, attorneys, and case managers to audit and enhance client interactions, ensuring alignment with our high standards of service.
• Process Improvement: Develop and implement strategies to improve client communication and education, including the creation of educational materials, client experience workflow, and the utilization of technology to facilitate client engagement.
• Client Satisfaction Monitoring: Regularly audit client interactions and feedback, identifying areas for improvement and implementing changes to enhance client satisfaction and loyalty.
• Stakeholder Engagement: Collaborate with various department leaders to ensure a cohesive approach to client experience, aligning with the firm's overall mission and values.
• Client Gifting: plan and execute client gifting campaigns, touch points, and initiatives for external referrals, past clients, and current clients
• De-escalation: Touchpoint and accountable party for escalated clients and coaching the associated team member.
• Improve KPIs Around:
• Increase in count of cases from referral 
• Decrease in negative survey scores
• Decrease in negative Google reviews

What We’re Looking For:

• Experience: Minimum of three years in client experience management, with a proven track record of enhancing client satisfaction and process improvement. Experience in the legal field, marketing field, and bilingual capabilities (Spanish-speaking) are advantageous.
• Skills: Exceptional interpersonal and communication skills, strong problem-solving abilities, and a proactive, detail-oriented approach to project management.
• Cultural Fit: A commitment to continuous improvement, a growth mindset, and an ability to work collaboratively within a diverse team environment.
• Education: Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience demonstrating proficiency in client experience management.

Why Join Us:

• Empowering Culture: Be part of a dynamic team that values growth, innovation, and a commitment to excellence.
• Community Impact: Engage in work that makes a real difference in the communities we serve, with opportunities for involvement in charitable activities and community service.
• Professional Development: Enjoy access to a range of professional growth and development opportunities, aimed at enhancing your skills and advancing your career.

Perks and Benefits:

Competitive Salary:  We are committed to offering competitive compensation that aligns with the expertise and experience our candidates bring to the table. For this role, the salary range is $48,000 - $64,000 annually, commensurate with experience and qualifications.

• We also offer many competitive benefits upon eligibility waiting periods:
• Company-paid Short-term disability & Life/AD&D
• Health, vision, dental, long-term disability, critical illness, and additional life insurance policies upon eligibility waiting periods
• 401(k) and profit sharing options upon eligibility waiting periods
• PTO, paid holidays (10), and paid maternity leave
• Health Savings Account (HSA), Flexible Spending Accounts (FSA), including dependent care
• Employee Assistance Program (EAP)
• Additionally:
• Optional company wide events allowing you to play as hard as you work, such as Crawfish Boils, Christmas parties, Retreats, and more!
• Work-life balance is encouraged as we consider 36.5 hours your full-time requirement and we rarely exceed a 40-hour workweek. We prefer you work to live, not live to work.
• We celebrate life's little (& big) moments with you from birthdays & work anniversaries to marriages and births, as well as support you when the going gets tough from procedures/hospitalizations to loss of a loved one.
• Collaboration and team member rapport is cheered and emboldened.

Final Note: This position initially requires on-site presence in one of our offices located in Lafayette, LA, Marksville, LA, New Iberia, LA, or New Orleans, LA with the potential to move to a remote arrangement following an onboarding period. This flexibility reflects our adaptive and progressive approach to work environments and team dynamics.

Join us in our mission to transform the legal experience for our clients, making a lasting impact through dedication, innovation, and a relentless pursuit of excellence.

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