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Client Experience & Engagement Coordinator

In-Person Position in Newburyport, Massachusetts.

Full-time.

About Us:
At Law Mom®, we are dedicated to providing 5-star service and helping families protect their legacies through estate planning. We're looking for a dynamic, tech-savvy Welcome Coordinator who thrives in a fast-paced environment. This role is essential for nurturing leads and PNCs (potential new clients), ensuring no one falls through the cracks, and driving them through the estate planning process with empathy, curiosity, and passion.

Key Responsibilities:

Lead & PNC Management: Prioritize and nurture leads and PNCs based on their status (hot, warm, cold), ensuring that every PNC feels like the most important person you’ve spoken to today. Guide them through the process with empathy and offer solutions to address their needs.
Fast-Paced Environment: Stay organized in a fast-paced environment, ensuring that leads and PNCs are nurtured through text, email, and phone calls while following firm procedures.
Meeting KPI Goals: Track and analyze KPIs related to lead and PNC engagement, conversion rates, and performance. Ensure weekly, monthly, and quarterly goals are met, with performance-based bonuses tied to success.
Lead Conversion & Follow-Up: Manage lead and PNC conversion rates from initial outreach to attorney consultations. Ensure every lead is followed up on and no one falls through the cracks.
Thinking on Your Feet: Continuously strategize and adjust approaches when conversion rates aren't hitting goals. Think outside the box to solve challenges, understand gray areas, and find what works best in each situation while maintaining adherence to procedures.
Calendar & Appointment Management: Efficiently manage multiple attorney calendars using Zoho CRM, Bookings and Acuity, ensuring smooth scheduling for consultations and follow-ups.
Event & Webinar Support: Be available for 3 evenings a month to support attorneys at events/webinars. Handle pre and post-event follow-ups to engage non-bookers.
Engagement & Payment Assistance: Assist attorneys with engagement letters, manage payments, and track outstanding balances. Ensure leads and PNCs understand the payment process and remain engaged.
Data & Reporting: Analyze booked and non-booked leads and PNCs to determine patterns and improve conversion rates. Provide detailed reporting to the marketing and sales teams.
Client Support & Community Engagement: Provide outstanding, compassionate support to leads and PNCs, ensuring they feel cared for and confident in their decisions. Assist with technical issues (Zoom, Bookings and Acuity) and ensure timely responses to client inquiries.
Curiosity & Passion: Approach every lead and PNC with curiosity, listen deeply to their needs, and offer personalized solutions. Be passionate about helping people, showing empathy and care throughout their journey.

Requirements:

Tech Savvy: Excellence in Zoho CRM or similar systems, Gmail, Google Calendar, Bookings, Acuity, and Zoom is mandatory. Ability to troubleshoot and quickly learn new systems.
Reporting: Excellence in sales data reporting and utilization of Excel.
Empathy & Communication: A listening ear with strong verbal and written communication skills to guide leads and PNCs through the estate planning process with compassion and clarity.
Outstanding Organization & Multi-tasking: Manage multiple calendars, tasks, and leads and PNC interactions efficiently and accurately in a fast-paced environment.
KPI Driven: Strong focus on meeting KPI goals, with performance-based bonuses tied to successful lead and PNC conversion.
Client-Centered Focus: Passionate about nurturing leads, addressing client concerns, and ensuring clients feel supported and engaged throughout their journey.
Team Player: Collaborate effectively with attorneys, legal support staff, and the marketing team to ensure smooth operations and prioritize client success.
5+ years experience in similar positions.

Benefits:

Competitive Salary with discretionary bonuses.
Health Insurance to support your well-being.
401(k) Plan with company match.
Paid Time Off to maintain work-life balance.
Professional Development Opportunities to support your growth.

Why Join Law Mom®?

At Law Mom®, we make a real difference in people’s lives by helping them protect their families and their futures. You’ll be part of a supportive, fast-paced, customer-focused environment where your contributions will have a lasting impact. If you’re passionate about nurturing leads, providing compassionate care, and driving results, we want you on our team!

Our Commitment:

At Law Mom®, we are driven by a commitment to providing 5-star client care. We prioritize personalized, compassionate service that ensures every client feels heard, empowered, and cared for. Our firm operates with the highest standards of integrity, ensuring transparency and honesty in everything we do. We believe in empowering our clients through education and helping them make informed decisions about their estate planning. As a team, we focus on innovation, always seeking creative solutions to meet our clients’ unique needs. Our dedication to community engagement and compassion drives us to give back and make a positive impact on those around us. Above all, we value team collaboration, always putting the firm’s mission and our clients’ well-being first.

How To Apply:

Send a Zoom recording of yourself introducing yourself and why you are the ONE for this position. Subject Line: The ONE and send to kathy@lawmom.com.

This role is ideal for someone who excels in a fast-paced environment, loves managing leads and PNCs, and is driven to ensure clients feel valued and supported throughout their estate planning journey. Apply today to make a meaningful impact!

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