YOUR Why

As a Client Care Specialist, you'll play a pivotal role in ensuring client satisfaction by fostering strong partnerships with client law firms through thoughtful communication and personalized service. You’ll have the chance to collaborate with dynamic internal teams, including sales, project management, and operations, to deliver outstanding results. This role offers an exciting opportunity for a candidate who values building meaningful relationships and making a tangible impact. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering high-quality service with integrity, this position provides a rewarding pathway to grow and make a difference.

How YOU Will Spend YOUR Days

• Act as an internal representative for assigned law firm clients, advocating for their needs and flagging issues to the manager.

• Learn complex workflows, and clearly and succinctly communicate information to law firms.

• Respond to a high volume of complex status inquiries from law firm clients.

• Prepare for in-person status conferences with key accounts: coordinate meetings, create agendas, and follow up.

• Work closely with the sales team to provide white glove, intelligent service to all clients.

• Anticipate issues: communicate with firms proactively, predict problems, and escalate as needed to senior management.

• Actively solicits and accepts feedback, and works to continuously improve own performance.

• Recommend process improvements to the management team (Lessons Learned and Best Practices).

• Assist Client Engagement Managers with webinar preparations and other client meeting tasks, as requested.

What YOU Bring

• At least 1 year of B2B account management experience, working closely with professionals such as attorneys, paralegals, business owners, etc., on critical, urgent business matters. Experience working directly in the mass tort, personal injury, or insurance space is preferred.

• Ability to work comfortably within Excel - find/sort data, make mass data updates, etc.

• Comfortable in a very fast-paced working environment.

• Ability to work cooperatively in cross-functional teams across multiple geographic locations.

• Decisiveness and sense of urgency; ability to act quickly on issues that matter.

• Highly organized and able to quickly review dozens of emails and prioritize responses.

• Clear, confident communicator who can succinctly explain business processes to clients whose preexisting level of understanding may vary from basic (or not at all) to sophisticated.

• Solutions-oriented and committed to offering solutions when flagging an issue to the management team.

• Self-starter with a high degree of personal accountability.

• Commitment to service and intrinsic belief that clients are relying upon you to get their job done.

• Exudes personal characteristics imperative in a client care specialist team member: integrity, inclusion, patience, and a positive attitude.

Location: Onsite in Austin, TX - local candidates only

Compensation: $60k - $80k per year

No third parties: no C2C or sponsorship available; must be eligible to work W2