Client Success Associate Jobs in Austin, TX (NOW HIRING)

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A Brief Overview

Leads part of a larger Resolution Center (RC) team or solely a smaller RC focused on the case management function. Seeks to maximize efficiencies and profitability. Supports opportunities to improve performance both financially and operationally. Supports higher-level manager in the day-to-day operations of the RC, including case management and, where necessary, business development. Provides oversight to a case management team.

What you will do

• Oversees the case management of direct reports to ensure that expectations are met with clients and panelists (judges and attorneys). Manages the case management team to ensure all files are administered at the highest level. Performs case management duties and acts as a Subject Matter Expert (SME) in the arbitration process and procedure.
• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Leads, coaches, and develops associates. Leads the performance and delivery of client service through associate and panel development focused on the client experience, operational excellence, and case management including escalating complex issues for guidance that impact clients, panelists, or associates.
• Partners with HR in hiring, training, and on-going support. Works to maintain high associate engagement levels throughout Resolution Center (RC). Coaches associates, trains and onboards new associates, conducts performance management and out counsels when warranted.
• Provides client service (including panelists) through reviewing and responding to client feedback and identifying trends that impact the client experience. Seeks solutions for any potential problems that impact clients, associates and panelists. Develops relationships with key clients. Ensures that new panelists feel welcome and oriented to the organization. Maintains professional and supportive relationship with panelists. Solicits panelist feedback regarding general status of RC.
• Articulates, trains, and performs in accordance with all JAMS policies and procedures which affect overall management of case matters including documentation, financial policies, and usage of JAMSware for all types of resolution services that company and its panelists offer.
• Collaborates with Facilities and building management on upgrades, renovations, relocations/remodels, and day-to-day facilities issues in the absence of an Assistant Manager, Facilities & Administration and collaborates with Finance on all billing issues including determinations on write offs, refunds, panel rates, etc.
• Other duties as assigned within similar scope.

• Bachelor's Degree In a related field. Preferred
• 3-5 years At least three years of legal services office management or related experience. Required
• Legal or client experience. Plus
• Internal candidates: At least one year of proven ability as an ADR Specialist or Senior Case Manager with proven leadership qualities and a track record of “performs well” job performance. Preferred
• Must have a good understanding of all case management processes, the legal industry including court processes, legal terminology and all ADR options including complex arbitration. (Preferred proficiency)
• Ability to support budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative. (Preferred proficiency)
• Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues. (Preferred proficiency)
• Ability to support the development and implementation of strategic solutions that can improve client relations and client service. (Preferred proficiency)
• Understands the local market, the legal community, and business trends. (Preferred proficiency)
• Computer literate and proficient in all technololgy and software programs required for the position. (Required proficiency)
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast paced environment. (Required proficiency)
• High level of proficiency at verbal and written communication skills. (Required proficiency)
• Ability to manage conflict in a direct, solution oriented manner. (Required proficiency)
• Ability to operate Zoom software, connecting to Zoom sessions, and connecting audio calls to video calls. (Preferred proficiency)
• Prior experience with multimedia support (Zoom, HDMI connection to display, Creston). (Preferred proficiency)
• Ability to proactively verify and test existing A/V equipment. (Preferred proficiency)
• Ability to troubleshoot technical issues while working with remote IT support. (Preferred proficiency)