Client Experience Strategist

Husch Blackwell LLP is a full-service litigation and business law firm with multiple locations across the United States, serving clients with domestic and international operations. 

At Husch Blackwell we believe that diverse, equitable and inclusive teams lead to better outcomes. Husch Blackwell is committed to retaining, recruiting, developing, and promoting talented lawyers and business professionals with diverse backgrounds and experiences. We foster an engaged, diverse, and inclusive team culture of accountability and purpose that makes our Firm and our communities better. 

Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation.  If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, then we invite you to apply to ourClient Experience Strategist position. This position may be filled remotely, or in any of our locations.

As a key member of the firm’s Client Development Team, the Client Experience Strategist is responsible for designing and improving our client’s experience with Husch Blackwell, while reducing the amount of administrative time spent by Client Relationship Managers and other attorneys in managing client accounts. The goal of this position is to ensure that each touchpoint across the client journey is engaging, efficient, and effective resulting in a remarkable experience with the firm. 

The Client Experience Strategist should have an eye for advancing strategic opportunities, building support and adoption of those opportunities internally, and continually assessing client needs (both stated and unstated).

The role requires creative thinking and a real talent for communication. This role is responsible for designing and improving the Client Experience, increasing client satisfaction, increasing client loyalty, expanding the work we do with clients, and generating more referrals from those loyal clients. Essential job functions include:

• Map the client journey and identify opportunities to proactively improve across the client’s lifecycle.
• Develop methods for providing proactive value-added communication and reporting to clients.
• Implement a “best in class” onboarding experience for new clients, focusing on methods to improve client intake procedures, streamline the onboarding experience across industries and practice areas, and, from inception, immediately deliver value to the client.
• Develop strategies to improve the overall Client Experience at HB. This might include anything from creating new processes or procedures to redesigning the delivery of our services.
• Test new strategies for driving client value.
• Analyze data from surveys, focus groups, and other forms of market research to identify trends in clients’ preferences and use to drive strategy.
• Develop listening points in the client journey, define segmentation of client base and varying strategies, and identify opportunities for continuous improvement.
• Continually review and evolve the processes HB uses to track, oversee and organize every interaction the HB team members have with the client throughout the client’s lifecycle.
• Conduct feedback surveys to gather information on client’s opinion of rendered services and work with team members across the firm to address any client issues and/or expand work.
• Solicit client feedback, share feedback with client team, act on feedback received, and track progress towards client satisfaction.
• Work with lawyers and staff to ensure service level agreements, ad hoc project milestones, reporting requirements, and other client expectations are met.
• Ensure compliance with outside counsel guidelines related to time keeping, rate-setting, billing, conflicts, etc.
• Gather, interpret, and explain data to drive strategy (i.e., NPS, churn rate, retention rate).
• Establish communication mediums through which clients can readily communicate with firm leaders.
• Proactively look for potential issues, be able to come up with cost-effective solutions in multiple development stages and figure out improvement opportunities (even when there aren’t pressing issues).
• Partner with lawyers and professional staff on strategic opportunities and ad hoc projects that strengthen the client relationship and HB Client Experience, while reducing the amount of administrative time spent by Client Relationship Managers and other attorneys in managing client accounts.
• Solve client problems by synthesizing behavioral information, customer feedback, and user research insights into effective service concepts.
• Clearly communicate compelling ideas (using presentations, prototypes, visual aids, etc.) to a wide range of stakeholders
• Attend seminars, workshops, and conferences to improve on existing job knowledge.
• Complete other projects as assigned by the Client Success Manager, Director of Legal Operations, or Chief Client Officer.

Position Requirements

• 4-year degree with major coursework in marketing, communications or related field; or combination of education and commensurate work experience required; J.D. preferred. 
• 1-3 years of experience in a large law firm or professional services firm preferred.
• Strong business development abilities required, including setting priorities, planning, organization, follow-through, delegation and negotiation skills; and ability to build, manage and track budgets and analyze ROI.
• Ability to motivate attorneys to engage in business development and to work with them to develop and implement business development plans.
• Experience providing a high level of client service to individuals at all levels of an organization.
• Excellent oral and written communication skills; ability to write and produce compelling proposals, collateral, research reports and client-facing presentation materials.
• Must be forward-thinking with proven ability to deliver solutions to complex challenges.
• High level of maturity and confidence necessary to interact with sophisticated internal and external clients.
• Excellent computer skills with knowledge of Microsoft Office products, Adobe Creative Suite and Internet research tools required; knowledge of InterAction CRM software preferred.
• Ability to travel for firm and client meetings (25% or less of time).

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements. The Firm will provide reasonable accommodations as necessary to allow an individual with a disability to apply for and/or perform the essential functions of a position.  If you need assistance to accommodate a disability, please contact HR.

COMPENSATION AND BENEFITS

Employees are entitled to compensation commensurate with skill and experience. The exact compensation will vary based on skills, experience, location, and other factors permitted by law. The expected compensation ranges for this position in various states and jurisdictions are as follows:  

• State of California: $111,000 - $211,000
• State of Colorado: $102,000 - $182,000
• Jersey City, NJ: 120,000 - $218,000
• State of Massachusetts: $111,000 - $211,000
• State of New York: $103,000 - $223,000
• State of Washington: $107,000 - $204,000

The above salaries do not include a discretionary bonus, however bonus opportunities are non-guaranteed, and are dependent upon individual and firm performance. Full-time employees receive benefits including: medical and dental coverage; life insurance; short-term and long-term disability insurance; pre-tax flexible spending account for certain medical and dependent care expenses; an employee assistance program; Paid Time Off; paid holidays; participation in a retirement plan program after meeting eligibility requirements; and more.

Please submit a cover letter and resume when applying.

EOE/Minority/Female/Disabled/Vet.  Principal Applicants Only.