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EverService

EverService is dedicated to revolutionizing business growth through cutting-edge technology and exceptional service, striving to create seamless, personalized,

Director of Client Success – Legal Marketing

AttorneyAttorneyFull TimeRemoteLeadCompany Site

Location

United States

Posted

7 days ago

Salary

Not specified

Seniority

Lead

Bachelor Degree8 yrs expEnglish

Job Description

• Act as a strategic advisor for clients by identifying business and digital marketing opportunities, determining strategy, and executing plans • Proactively de-escalate client concerns and complaints stemming from campaign results, performance metrics, or relationship challenges • Investigate and resolve digital marketing campaign issues efficiently and completely, ensuring a satisfactory outcome for all parties involved • Maintain clear, professional, and empathetic communication with clients throughout the escalation process while providing regular updates and follow-up as needed • Collaborate with relevant teams to implement process improvements that enhance service quality and prevent future escalations • Work closely with Customer Support, Sales, and Digital Marketing and other teams to gather information, resolve issues, and provide insights into potential systemic problems • Develop and maintain detailed records of escalated issues, resolutions, and client feedback • Generate regular reports on escalation trends and resolution effectiveness for management review • Assist in developing training materials and resources for clients to help them better understand our services and avoid common issues • Monitor client interactions and ensure adherence to company policies and best practices • Provide feedback and recommendations for improving service delivery

Job Requirements

  • 8+ years in a client-facing role with a digital marketing agency or legal services environment required
  • Bachelor’s degree in Business, Marketing, Communications, or a related field required
  • Previous experience managing escalations or handling complex client issues
  • Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and professionally
  • Strong communication skills, both written and verbal
  • Familiarity with CRM systems, ticketing tools, and digital marketing platforms
  • Basic understanding of legal services and terminology is a plus
  • Strong attention to detail and a proactive approach to identifying and addressing client needs

Benefits

  • Medical, Vision, Dental
  • Retirement
  • Life Insurance
  • Sick Time and Paid Time Away (PTO)

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