Client Experience Manager - Singleton Schreiber, LLP

CLIENT EXPERIENCE MANAGER

JOB DESCRIPTION:

Singleton Schreiber, LLP is seeking a Client Experience Manager to enhance our clients' journey with the firm. In this pivotal role, you will ensure a positive client experience, manage key client relationships, and develop effective communication strategies. You will also analyze client feedback and data to identify opportunities for process improvements throughout the client lifecycle. This will be a hybrid position at our San Diego, CA office.

SALARY AND BENEFITS:

$80,000-$100,000 annually. Actual salaries will vary and will be based on various factors, such as location, skills, experience, and qualification for the role.

Singleton Schreiber, LLP offers a competitive compensation and benefits package including employer paid health, dental, and vision plans, childcare reimbursement, a transportation reimbursement program, paid parental leave, and a 401k.

Job duties will include:

• Develop a vision, establish a roadmap, and drive strategic initiatives for the company to enhance and elevate our client experience.
• Collaborate cross-functionally across the organization to identify firm's needs and assess how changes may affect the client experience.
• Facilitate surveys and other methods to gather client feedback, identifying patterns and insights for continuous improvement.
• Use data analysis to gain a deeper understanding of clients' needs, expectations, and perceptions, informing decision-making.
• Create and implement a strategic communications plan aimed at improving client interactions and streamlining processes.
• Address complaints and resolve conflicts while maintaining professionalism and empathy.
• Identify any issues in the firm that negatively impact the client experience.

QUALIFICATION AND REQUIREMENTS:

• Bachelor's degree or equivalent professional experience; advanced degree preferred but not required.
• 5-8 years of experience in client lifecycle management and strategy.
• Strong understanding of operational processes.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across all levels of the organization.
• Experience in law firms is a plus.

NONDISCRIMINATION STATEMENT: Singleton Schreiber, LLP is an equal opportunity employer. Selection of candidates will be based solely on merit without regard to race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws.