Relationship Manager - How to Manage a Small Law Firm

Currently we are only able to accept applicants who reside in the following US States: AZ, CO, FL, GA, IL, MD, MI, NC. NJ, NY, PA, TX, VA, WA, or Vancouver Canada.

Job Summary: 
The role of the Relationship Manager is a position designed to serve as the primary point of contact for our Members, conducting regular check-in calls to ensure they receive the full benefit of our services. This role involves maintaining comprehensive Member files and providing consistent support to our Members, acting as their central resource. The Relationship Manager will engage in frequent Member interactions, delivering exceptional customer service, collaborating with our internal teams, and gathering feedback to improve our services. This position is essential in fostering strong Member relationships and ensuring Member satisfaction and keeping the Member engaged so they become “raving fans” of HTM. The Relationship Manager (RM) will be responsible for a roster of up to 75 small law firms and will continue as the Member's RM throughout the Member's tenure at HTM. 
 
Duties/Responsibilities: 

• Member File Management. The RM is responsible for owning the Member file. This involves maintaining the organization of the file, collecting missing documents, ensuring documents are still relevant, accurate, up to date and 100% complete. 

• Conduct the New Member On-boarding Call 

• Onboarding calls will happen 4 times per year with new Members. New Members are enrolled on a quarterly basis.  

• During the onboarding call, the RM will introduce themselves and the role they will play in the HTM Member's journey and explain that they will be the “account manager” and the central point of contact for all things related to HTM. 

• During this call, the RM will ensure the Member can access the member website, has downloaded the mobile app, has joined the Member FB page, knows how to log in and complete the Dashboard Diagnostic, ensure that all future meetings appear on the Member's calendar and that they are registered for upcoming events, etc. 

• Conduct the New Member Graduation Call 

• All new Members begin their journey with a 12 week crash course. Prior to completing the course, the RM will connect to evaluate the Member's progress on completing necessary milestones that will be instrumental in developing the strategies for growing their business. 

• During this call, the RM will also identify any gaps related to the Member's expectations and the reality of the course and determine what the Member wants to achieve with HTM before their contract expires to ensure we support them and they renew their commitment with HTM.  

• The RM will also help to evaluate which Advisor will be a good fit for the Member and facilitate introductions and ensure the Member is scheduled with their advisor calls. 

• The RM will also confirm their attendance at the LQM (Live Quarterly Meeting) Graduation breakfast and ensure the Member is signed up to complete a Business Planning Workshop. 

• Schedule 30 minute bi-monthly check-in calls with the Members  

• The RM will be in frequent contact with their Members to assess and understand their needs, address their concerns, and provide solutions. This is inclusive of in-person zoom meetings, phone calls, text messaging and email correspondence. 

• The RM will be fully versed in a Member's file before joining any calls.  

• This includes but is not limited to reviewing all call notes from previous discussions with their Advisors to understand what the Member has been asked to work on. Having an awareness about any “issues” the Member is working through as it relates to their business, knowing what services the Member has with their membership, awareness of what documents are missing from the file and also knowing what might be happening personally in their lives as well. 

• The RM must document these conversations so there is transparency for all team members who interact with this Member. 

• The RM will be empowered to request “gifts” when a Member achieves a milestone that should be celebrated or when a Member is going through a difficult situation. 

• The RM will hold the Member accountable to working through any action items that are instrumental to their overall growth and success (tasked to them by their Advisors) and be intimately familiar with our internal library of resources to offer additional support to their Members by providing examples, templates and other instructional guidance via past recorded sessions that cover various topics. 

• The RM will help the Member prioritize their tasks and help to set up a plan, if the Member feels overwhelmed. 

• The RM will not buy into Member's excuses and will challenge them to get past any roadblocks and facilitate an intervention with the Advisor if an additional support call is needed. 

• The RM will listen closely to what the Member talks about and help to identify important issues the Member may be working through, such as cash crunches, tax issues, relationship with their Advisors, etc. and will allow for an understanding of when issues should be escalated. 

• The RM is the Member's “home screen”, their advocate for everything related to HTM. The RM must gain the trust of the Member and let them know that they are a confidant who will listen to any feedback and work behind the scenes to make anything right, should the Member have a concern about something. The overall goal is to anticipate the needs and/or issues before they arise. 

• RM's will assist with registration for upcoming events, help with billing questions, recommend workshops that would be great for the Member to attend, locate resources to support something they are working on in their business, report an Advisor missing a call, if they feel they are not getting value from their membership, when they can't login to the membership site, etc. 

• Essentially, if there is ever anything the Member wants to say and they aren't sure who to say it to, the RM is that person. If a Member wishes to stay anonymous, the RM will still ensure the right people get the message and work to get things back on track. 

• The RM's will receive consistent training on “new” resources and be expected to share these resources with their Members during their calls and explain the purpose of the resource, how to use it and why it matters. 

• The RM's will encourage the Member's to be engaged in all services, including the Facebook Group, attending Workshops, LQM's, Mindset Calls, Office Hours, etc. and ensure the Member's know what is included with their membership. 

• The RM's will ensure that the Member's have forward scheduled calls with their Advisors on the calendars. 

• Overall, it is the RM's ultimate responsibility to follow up and make sure that the Member is taken care of, feels special and is always supported by our team. 

• The RM's will be collaborators and work with other departments within HTM to ensure that Member's needs are met and that HTM's services are continuously improving for the overall Member experience. 

• Other projects that may be assigned from time to time. 

Required Skills/Abilities: 

• Superior organizational skills (ability to manage and maintain detailed files) 

• Attention to detail (a keen ability to capture and document information) 

• Exceptional problem solving and analytical skills 

• Excellent communication skills (both verbal and written) 

• Strong customer service and follow through 

• Interpersonal skills (ability to build and maintain relationships) 

• Diplomatic/Tactful 

• Collaborative (ability to work well with others) 

• Intellectually curious 

• Assertive 

• Proactive (ability to identify and anticipate client needs) 

• Time Management (ability to prioritize and manage multiple interactions) 

• Comfortable working in a fast-paced environment 

• Ability to adapt to change 

• Empathy and patience 

• Tech-friendly (and willing to learn new technology) 

Education: 

• Minimum 3-5 years in administration including project management, paralegal, customer service management or executive assistant type roles. 

• Six Sigma or other Project Management certification preferred. 

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer 

• Able to lift up to 15 lbs. 

Travel: 

• Occasional travel may be required 1-4 times per year 

Position Type/Expected Hours of Work: 

• This is a full-time position, and hours of work and days are to be determined in conjunction with supervisor. Occasional evening and weekend work may be required as job duties demand. 

• This is a remote work environment, so an “at home” office set up is necessary. 

Other Duties: 

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Now More About Us:

How to MANAGE a Small Law Firm is a fast-growing and highly entrepreneurial business management, personal development and coaching company, specializing in solo and small law firms. Inc. Magazine has named How to MANAGE a Small Law Firm to its list of the 5,000 fastest growing privately held companies in the United States every year since 2015. We've also been named by Inc. as one of the "Best Places To Work". We are very much a “start-up” with a fast-paced growth focused environment. Working with us can prove to be the best job you ever had or the most frustrating depending on your flexibility, team-spirit, commitment to our clients and your realistic expectations about what it's like to work in a fast-paced growing business.

Our culture....

We are a rapidly growing company, and we are seeking an individual who can keep up and can maintain a comfortable presence in our ever-changing environment. If you're intellectually curious, ready to learn, and a team player - this will be the perfect role for you! If you're not a self-starter, need a lot of supervision, or are looking for a 9 - 5 that won't challenge you, we're not it.

HTM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.