Customer Success Manager

• Conduct routine check in calls with current clients
• Help manage and gatekeep attorney calendars by appropriately scheduling client appointments
• Return voicemail calls from current clients
• Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership
• Identify opportunities to reengage lapsed leads and help move them closer to resolution
• Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset
• Develop and maintain strong relationships with current and former clients
• Handle inbound calls from current clients and reroute calls belonging to other departments
• Support client retention and growth objectives through proactive communication
• Cultivate client relationships that can lead to referrals, repeat business, and positive word of mouth
• Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication
• Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints
• Maintain accurate records in CRM and Case Management systems
• Contact clients who send messages to determine whether they would like to schedule an appointment
• Contact law enforcement agencies regarding requested reports
• Make outbound calls to former clients, current clients, unretained leads, and referral sources
• Provide proactive updates following court appearances or scheduling changes
• Encourage online reviews, referrals, and newsletter opt ins
• Identify opportunities for additional services and referrals
• Provide appropriate referrals through the firm’s curated Team 100 list
• Follow up with District Attorney offices regarding discovery
• Contact District Attorney offices on Mondays regarding charges for current clients with precharging matters
• Schedule trial preparation calls
• Schedule strategy sessions

Client Happiness Coordinator, Client Success Specialist

• Track and update lead activity to support reporting and business development efforts
• Coordinate appointments and scheduling through Calendly
• Support client intake processes from initial contact through qualification
• Maintain accurate lead records and current data
• Manage and update client information within Lawmatics and Clio
• Handle initial client inquiries professionally and empathetically
• Qualify incoming leads based on established criteria
• Monitor and manage potential client leads received through call answering services
• Maintain professionalism and customer service in all interactions
• Assist with social media inquiries and incoming prospect communications
• Use Google Workspace for daily communications and documentation
• Monitor and respond to prospective-client communications
• Follow up with prospective clients to maintain engagement and improve conversion rates

Customer Success Manager jobs in Honduras

Client Happiness Coordinator, Client Success Specialist

Client Experience Specialist