Modern Family Law
Law Practice
ClientSuccess&ResolutionLead
“Client Success & Resolution Lead at Modern Family Law. Skills: Client Success, Resolution, Process Management, Cross-functional Coordination, Vendor/Stakeholder Management, Operational Metrics, Resource Planning, Continuous Improvement. Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction.. Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process.”
What You'll Achieve.
Reduction in formal client disputes, complaints, and billing-related escalations.; Improved client satisfaction scores, online review ratings, and overall client sentiment.; Reduction in write-offs, disputes, and attorney time spent managing escalations.; Increased percentage of client concerns resolved before escalation occurs.; Improved turnaround times for issue resolution and client follow-up.; Implementation of measurable operational and communication improvements based on dispute and client feedback data.; Establishment of scalable client experience standards and resolution processes across all Modern Family Law offices.
Industry & Context.
root cause analysis; Critical thinking; sound judgment; pattern recognition
Ability to perform the role with or without reasonable accommodation
What They're Looking For.
Must Have
Advanced Excel and data analysis skills, Experience with Salesforce, case management, and workflow systems, financial understanding including retainers, billing structures, collections, and AR impact, Experience interpreting operational and financial reporting, Process mapping and root cause analysis capabilities, Ability to build and maintain KPI dashboards and reporting tools, High emotional intelligence and professionalism, Conflict resolution and de-escalation expertise, communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments, ownership mentality and accountability, Critical thinking, sound judgment, and pattern recognition, Ability to navigate emotionally sensitive situations with composure and professionalism, Ability to thrive in a fast-paced and scaling organization, Ability to be a proactive self-starter who understands how client experience, client communication, billing concerns, and operational follow-through support broader business objectives, judgment regarding confidentiality, client concerns, financial information, and sensitive business matters, Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously, Flexibility and ability to respond quickly and positively to shifting demands, Ability to manage deadlines and shifting priorities in a fast-paced environment, Bachelor’s degree required in finance, business, communications, operations, or a related field
Nice to Have
MBA, advanced degree, or relevant certifications are preferred, Certifications in conflict resolution, customer experience, or operations management are a plus
What You'll Do.
Monitor and identify recurring client concerns
operational friction points
communication breakdowns
and billing-related dissatisfaction.
Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process.
Evaluate the holistic impact of client dissatisfaction
including financial impact
operational disruption
client retention concerns
and potential impact on attorney and staff performance.
Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes
or negative client experiences.
Analyze trends across offices
and operational workflows to identify systemic issues and opportunities for improvement.
Utilize client feedback
and operational reporting to recommend process improvements that reduce future client friction.
Identify recurring themes and provide leadership with actionable recommendations to improve communication standards
and operational consistency across the firm.
Serve as the primary point of contact for escalated client concerns and dispute-related matters.
Coordinate with legal teams
operational and leadership teams to investigate issues thoroughly and facilitate timely resolutions.
Manage resolution workflows and ensure professional
and proactive communication with clients throughout the process.
Implement standardized client experience and dispute resolution procedures across all offices to support consistency as the firm grows.
Provide leadership with recommendations related to client concerns
and service improvement opportunities.
Support the development of centralized reporting Power BI dashboards and KPI tracking related to client satisfaction
and operational performance.
How You'll Work.
Team & Collaboration
Coordination between clients, attorneys, finance, and operational teams; work effectively with clients, attorneys, and cross-functional departments
Communication Scope
communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments; proactive communication with clients
Process & Methodology
manage multiple initiatives simultaneously, manage deadlines
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