Client Relations Manager

The Colwell Law Group LLC is a fast-paced, rapidly growing law firm with multiple class-A locations in the Albany, Saratoga, and Syracuse, NY, areas. The firm specializes in helping individuals and families dealing with divorce and child custody disputes lead better lives. Utilizing decades of combined legal experience in negotiating and trying cases helps to ensure that the firm’s clients' best interests are served. The firm’s depth of knowledge of the courts and the law allows it to function as an effective advocate who can help secure the best possible outcome in a wide variety of family law matters. What We Offer • An outstanding and top-rated law firm that was voted a 2023 Best Places to Work by the Albany Business Review • Competitive salary and incentive plan • 401(k) retirement plan with matching • Health, dental, vision/Rx, pet, and life insurance policy options • Paid time off, 7 personal days, 7 paid holidays, and summer Friday options • An open-door leadership philosophy centered on fostering a collaborative atmosphere. • A positive, supportive, and goal-driven team • A professional, diverse, inclusive, respectful, and friendly workplace environment Compensation: $50,000 - $90,000 Responsibilities: • Record monthly and quarterly sales and performance goals to ensure they are being met • Communicate with prospects via email, phone calls or other forms of communication to convert them into qualified leads and funnel them to the sales pipeline • Keep the customer database updated to ensure information on prospective and past clients is current • Assess and send qualified leads to inbound sales representatives so they can convert clients and provide quick turnaround • Work within your specific geography to find new business opportunities At the firm, the Client Relations Manager sees sales as a service the firm performs for our prospective new clients ("PNCs”). The CRM meets by telephone, Zoom, and/or in person, with PNCs who are assigned to his or her calendar by the intake specialist to help the PNC find clarity about their situation, educate them about their legal options, and help the client make the best decision for their future and for the firm to achieve its goals. This position keeps detailed notes in a central database documenting all contacts with the PNC both before, during, and after the meeting, including follow-up attempts. This position reports to the Sales Manager of the firm. • Manage the schedule to balance availability for meetings with prospective new clients and for follow-up with PNCs who decline the firm's services. • Maintains detailed client notes in a centralized database for easy reference and access. • Be a collaborator and cover for your fellow salespeople to assist the firm and help prospective new clients find clarity and relief from their situation. • Follow-up with current clients at set milestones and check-in points during their case or legal matter. This helps ensure client satisfaction and address any concerns or issues that may arise. • Facilitates a professional introduction and transition to the legal team once the PNC has retained the firm to ensure a seamless onboarding process and effective collaboration between the PNC and legal team. • Actively engages in dialogue with sales and firm management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on the front-line experience. • Utilize a consultative solution selling approach when conducting sales calls to illustrate the value and benefits of the firm’s service. • May serve as a back-up Intake Specialist, as needed. • May supervise and lead other team members, as needed. • Other duties as assigned by the Sales Manager or firm’s management team. Qualifications: • Two years of previous sales experience • Great time management, interpersonal, and communication skills, both written and verbal • Experience using CRM software as part of the sales process • Possess a valid U.S. driver’s license and be able to travel by car • High school diploma required, bachelor’s degree preferred • Be an independent, initiative-taker who thrives on immersion and communication in a rapidly changing legal environment. • Possess an initiative-taking, can-do attitude with great follow-through, resourcefulness, and diligence to exceed goals and expectations. • Has the ability to be an active listener, practice sensitivity, empathy, and compassion, and has a client service mindset. • Maintains a commitment to overall professional development, lifelong learning, and career upskilling. • Possesses excellent people skills and verbal and written communication skills • Experience with Clio and KEAP CRM is preferred but not required. • Experience working in an environment that uses customer service performance metrics and scorecards to drive client experience satisfaction is preferred but not required. • Knowledge of the legal services industry is preferred but not required. • 2-5 years of experience selling high-ticket tangible products, professional services, legal services, or financial services is preferred but not required. • Experience providing direct leadership to a sales team is preferred but not required. Compensation: $50,000 - $90,000

• At the firm, the Client Relations Manager sees sales as a service the firm performs for our prospective new clients ("PNCs”). The CRM meets by telephone, Zoom, and/or in person, with PNCs who are assigned to his or her calendar by the intake specialist to help the PNC find clarity about their situation, educate them about their legal options, and help the client make the best decision for their future and for the firm to achieve its goals. This position keeps detailed notes in a central database documenting all contacts with the PNC both before, during, and after the meeting, including follow-up attempts. This position reports to the Sales Manager of the firm.   • Manage the schedule to balance availability for meetings with prospective new clients and for follow-up with PNCs who decline the firm's services. • Maintains detailed client notes in a centralized database for easy reference and access. • Be a collaborator and cover for your fellow salespeople to assist the firm and help prospective new clients find clarity and relief from their situation. • Follow-up with current clients at set milestones and check-in points during their case or legal matter. This helps ensure client satisfaction and address any concerns or issues that may arise. • Facilitates a professional introduction and transition to the legal team once the PNC has retained the firm to ensure a seamless onboarding process and effective collaboration between the PNC and legal team. • Actively engages in dialogue with sales and firm management regarding the quality and volume of the leads, offering constructive feedback and suggestions for improvement based on the front-line experience. • Utilize a consultative solution selling approach when conducting sales calls to illustrate the value and benefits of the firm’s service. • May serve as a back-up Intake Specialist, as needed. • May supervise and lead other team members, as needed. • Other duties as assigned by the Sales Manager or firm’s management team.