Director - Client Acquisition and Client Care

Job Description

Job Description

Director - Client Acquisition and Client Care

The Director, Client Acquisition and Client Care is a strategic leader responsible for driving the intake of new clients and fostering long-term relationships. This role oversees the client engagement lifecycle, from initiating contact with prospective clients to maintaining superior client experience through proactive support, effective complaint resolution, and ongoing satisfaction initiatives. The Senior Director collaborates closely with cross-functional teams to develop and implement best practices that enhance client acquisition, continuously improve service quality, and ensure the organization meets and exceeds client expectations. This role blends traditional telephony management with modern communications technology, analytics, and automation, requiring comfort across phone systems, data reporting, marketing technology, and digital client engagement tools. The Senior Director also collaborates extensively with the Marketing team to develop, test, and implement innovative strategies aimed at increasing client leads and boosting the number of consultations scheduled.

Responsibilities:

Leadership & Strategy

• Design and execute comprehensive client acquisition and care strategies that align with the firm's overall goals and growth objectives.
• Provide hands-on mentorship to intake specialists and client care teams, fostering a high-performance culture grounded in accountability, continuous improvement, and exceptional client service.

Client Acquisition and Engagement

• Direct and optimize the new client engagement process, ensuring precise and thorough data collection and a seamless transition to the appropriate legal teams.
• Lead, drive and streamline the company's interaction with new and potential clients via phone, chat and digital tools to ensure efficient operations, high customer satisfaction, and achievement of business goals.
• Help drive growth in consultations through proactive outreach, follow-up, and intake coordination.
• Monitor key performance indicators around channel effectiveness, call abandonment and conversion rates to optimize and enhance key processes.

Client Care Oversight

• Serve as a key resource for the team and escalation point for complex client issues and complaints.
• Support the team in monitoring client feedback and surveys, analyze trends, and implement improvements.
• Enable the team to collaborate with attorney leadership to resolve service concerns promptly.

Telephony Technology & Advanced Features

• Manage and optimize advanced phone system capabilities, including IVRs, intelligent call routing, call tracking, call recording, voicemail, and analytics.
• Support modern telephony features such as texting/SMS, caller ID management, local presence, call attribution, and number provisioning.
• Ensure telephony platforms integrate seamlessly with CRM, intake, and marketing systems.

Reporting & Analytics

• Own telephony and centralized contact reporting, including call volume, routing, conversion, abandonment, and performance metrics.
• Partner with marketing and analytics teams to connect call data to lead sources, campaigns, and downstream outcomes.
• Help define KPIs and dashboards that support operational performance and business growth.

Marketing Technology & Automation

• Collaborate on marketing technology initiatives involving chat, SMS, call scheduling, and other digital intake tools.
• Support automation across the client journey, including trigger-based communications, follow-ups, and workflow integrations.
• Ensure consistent data flow across telephony, chat, forms, and scheduling platforms.

Operational Excellence

• Implement standardized procedures and reporting frameworks for client intake and care teams, driving greater efficiency and consistency across all operations.

• Identify opportunities to streamline workflows, reduce manual effort, and improve client experience through technology.
• Stay current on emerging contact center and communications technologies and recommend improvements as appropriate.

• Maintain rigorous compliance with firm policies and all relevant regulatory requirements, proactively identifying and addressing potential risks.

Cross-Functional Collaboration

• Foster strong partnerships with Marketing and Human Resources to advance client acquisition strategies and support the professional development of team members.
• Actively engage with IT and Data Science teams to enhance analytics and case management systems and streamline client communication tools and processes, ensuring optimal efficiency and improved client experiences.

Minimum Requirements:

• Required Education:
  • High school diploma or general education degree (GED).
  • Associates degree or Bachelor's degree in related field preferred.
• Minimum Years of Experience:
  • 10+ years of experience in client acquisition, call center management, client experience in the legal or professional services industry.
• Other Requirements (Knowledge, Skill, Ability, and Licensure(s)):
  • Leadership Skills: This position must be highly organized while working on multiple projects simultaneously, with strong leadership, communication and problem-solving skills. Must be able to motivate, coach, develop and build trust with team.
  • Technical Proficiency: This position requires experience and technical proficiency in Telephony monitoring, CRM, AI, business intelligence and legal services case management tools.

Strategic Pillars:

• Growth: Our commitment to elevating our people, capabilities, and services to strengthen our impact, expand our potential, and ensure long-term success for our clients and firm.
• Client Centered: Being client centered means designing every process, interaction, and decision around delivering an exceptional client experience.
• Operational Efficiency: Operational efficiency ensures we work smarter, streamline processes, and uphold consistent, high-quality standards that strengthen performance and enable our teams to deliver exceptional results with clarity and accountability.
• Employee Engagement: Enhancing employee engagement means fostering a supportive, inclusive, and empowering culture where every professional is motivated to contribute their best to shared successes.

Core Values:

• Customer Service: Employees are committed to prioritize and exceed the expectations of current and future clients. Employees know and anticipate the needs of internal and external customers and act accordingly – providing high priority to customer satisfaction.
• Collaboration: Emphasis is placed on working together seamlessly and leveraging the collective strengths of individuals within the organization. Employees promote communication, teamwork, and the sharing of ideas to achieve common goals and objectives.
• Responsiveness: Responsiveness measures our ability to react quickly and effectively to changes, demands, or challenges. A responsive Employee fulfills all obligations effectively and timely to our current and future clients, while maintaining effectiveness and staying aware of evolving business needs or circumstances.
• Culturally Positive: The "Courage to Ask Why" reflects our culture that encourages curiosity, understanding, critical thinking, and challenging the status quo. Employees professionally question existing processes, seek new viewpoints, and explore customer-focused solutions. Employees embrace and promote the values and beliefs of the organization and demonstrate respect for their colleagues, our clients, and the broader community. Employees create a culture that encourages "asking why" through professional curiosity, understanding, critical thinking, and challenging the status quo.
• Accountability: True accountability thrives in partnership. We build trust through open communication, transparency, and shared problem-solving—recognizing that success is collective, not individual. By sharing information, reporting progress, and inviting feedback at every level, we create a culture where everyone feels informed, empowered, and connected to the goals we're striving toward together.

Acknowledgement:

The above statements describe the job's essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.

Lexicon Services provides exceptional benefits and a collaborative working environment. As a member of our team, you'll enjoy:

• Industry-Leading Health Coverage: Access to top-tier health, dental, and vision insurance plans, ensuring you and your family stay healthy and protected.
• Financial Security: Enjoy peace of mind with life insurance, as well as both short-term and long-term disability coverage.
• An Investment in Your Future: Our competitive 401(k) plan with company match, helps you plan ahead, with opportunities to build and grow your retirement savings.
• Flexible Spending Options: Take advantage of flexible spending accounts (FSA/HSA) to cover out-of-pocket medical, dental, and childcare expenses with pre-tax dollars.
• And So Much More: From wellness programs to additional perks, we go above and beyond to create a workplace that values and supports you every step of the way.