Client Experience Manager Jobs in Kentucky (NOW HIRING)

FBT Gibbons LLP is a national law firm focused on serving companies operating and investing in the middle market. With nearly 1,500 employees across 26 offices, we support clients ranging from large multinationals to mid-sized businesses and growth-oriented startups across the United States. Our teams collaborate across departments and geographies to deliver excellent service to our clients, colleagues, and the communities we serve.

At FBT Gibbons, diversity enriches our vibrant culture and empowers our teams to achieve more together. We welcome talented professionals who bring valuable skills, a collaborative mindset, and a shared commitment to helping our firm and clients thrive. Here, you’ll make meaningful contributions, collaborate with exceptional colleagues, and build a career that grows with your skills and ambitions.

We are currently seeking a strategic and collaborative Client Intake Manager to lead the daily operations of the firm’s Client Intake Department, ensuring the timely and accurate processing of new business intake and conflicts matters while driving operational excellence, compliance, and exceptional client service.

The ideal candidate is a proactive leader with strong conflicts and risk management experience, exceptional communication and problem-solving skills, and a proven ability to mentor teams, improve processes, and partner effectively with attorneys and business professionals across the firm.

This position can be based in Charleston, WV; Cincinnati, OH; Columbus, OH; Dallas, TX; Houston, TX; Indianapolis, IN; Lexington, KY; Louisville, KY; Nashville, TN; Philadelphia, PA; or Pittsburgh, PA.

Key Responsibilities:

• Provide daily oversight of the firm’s Client Intake Department to ensure the timely and accurate review, analysis, and processing of new business intake requests, conflict search requests, and related information inquiries.
• Develop, maintain, and enforce client intake policies, procedures, and best practices to ensure consistency, compliance, and alignment with firmwide risk management standards.
• Supervise client intake specialists, including oversight of workflow distribution, project assignments, procedural updates, timekeeping and overall departmental operations.
• Perform conflict searches related to new business intake, lateral attorney and business professional hires, marketing initiatives, practice group requests and other special projects as needed.
• Work closely with the firm’s Assistant General Counsel – Conflicts and Conflicts Attorneys to support conflict research, analysis, and resolution.
• Lead the training of Client Intake Specialists and contribute to the onboarding of new Conflicts Attorneys and Lateral Specialists
• Support orientation initiatives for new attorneys and business professional hires to promote consistency, operational excellence, and adherence to firm intake and conflicts protocols.
• Work with IT, the Data and Innovation team, and outside vendors to implement, test, and optimize procedural and system enhancements in the firm’s client intake and conflicts software.
• Review and escalate complex or high-risk intake and conflicts matters to the General Counsel or Chief Legal Officer as appropriate, ensuring timely resolution and mitigation of business and ethical risks.
• Oversee and, as necessary, perform the accurate entry and validation of client and matter information within firm systems, ensuring data integrity and compliance with established intake protocols.
• Oversee changes to client and matter accounts, including updates and file closings.
• Partner with the billing group to ensure client and matter records remain accurate, current and aligned across firm financial and operational systems.
• Serve as a key point of contact for attorneys, legal practice assistants, and other business professionals regarding client intake procedures, conflicts processing and related policy guidance.
• Monitor departmental performance and identify opportunities to enhance operational efficiency, service delivery, and compliance with firm risk management standards.
• Foster a positive and inclusive work culture by motivating employees, promoting teamwork, and maintaining high levels of engagement and job satisfaction.
• Provide continuous coaching and mentorship to direct reports, offering constructive feedback to support professional growth and skill development.
• Ensure adherence to firm policies and legal regulations while managing employee conduct and performance.

Job Requirements:

• Bachelor’s Degree preferred.
• 4+ years of experience overseeing client intake or related operational functions within a law firm, with a demonstrated record of leadership, sound judgment and strong performance.
• 3+ years of research experience. Experience with Intapp and Aderant is a significant plus.
• Proficient with Microsoft Office products such as Word and Outlook, as well as database programs.
• Experience managing high-volume intake workflows across multiple offices and practice groups strongly preferred.
• Strong understanding of law firm client intake processes, matter opening procedures, and risk management practices.
• Demonstrated leadership and team management capabilities.
• Ability to formulate searches to obtain relevant results from electronic database.
• Ability to synthesize complex or diverse information, to collect and research data, and to use intuition and experience to analyze data.
• Ability to provide exceptional client service by communicating clearly and professionally with attorneys and business professionals at all levels, including in difficult or emotional situations, while demonstrating flexibility, adaptability, and a strong team-oriented approach.
• Ability to plan and organize work and to meet commitments.
• Ability to write clearly and informatively and to read and interpret written information.
• Detail oriented with strong data entry skills.
• Ability to effectively present information in one-on-one and small group situations to the firm’s attorneys, administrative leadership, business professionals and vendor representatives.

FBT Gibbons is fully committed to equality of opportunity in all aspects of employment. It is the policy of FBT Gibbons to provide equal employment opportunity to all employees and applicants without regard to race, color, religion, national or ethnic origin, military status, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other protected status.

FBT Gibbons offers a competitive salary and a comprehensive benefits package, including health care coverage (medical, dental, and vision), life insurance, short- and long-term disability, paid parental leave, employee wellbeing and EAP programs, paid time off, and a 401(k) retirement plan with employer matching and profit-sharing. Benefit offerings and eligibility vary by location and are subject to applicable plan terms and legal requirements.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Applicants must be authorized to work in the United States without current or future employer sponsorship. FBT Gibbons does not provide visa sponsorship for this position.

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