Director - Client Acquisition and Client Care

Responsibilities

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.

• 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.

• 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.

• 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.

• 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 , local presence, call attribution and number provisioning.
• Ensure telephony platforms integrate seamlessly with CRM, intake and marketing systems.

• 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.

• 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.

• 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.

• Foster strong partnerships with Marketing and Human…