Client Experience Specialist
TLDR
The Client Experience Manager drives success across partnership trial accounts by maximizing client engagement, ensuring seamless onboarding, and accelerating product adoption.
Who You Are
Highly organized and proactive relationship manager who thrives in a fast-paced environment
A proactive relationship builder passionate about delivering white-glove client service and driving long-term engagement.
Excels in a fast-paced, dynamic environment, managing multiple accounts and priorities effectively.
A strategic thinker capable of analyzing client usage trends and translating those insights into actionable strategies.
A dynamic communicator skilled in leading product demos, training sessions, and client-facing meetings.
A collaborative people person who builds strong internal and external rapport.
The Role
The Client Experience Manager drives success across our partnership trial accounts by maximizing client engagement, ensuring seamless onboarding, and accelerating product adoption and utilization. This role is a critical part of a firm's initial three-month experience, overseeing engagement, strategy, and outcomes to ensure a successful conversion to a long-term partner. Serving as a key strategic partner to both clients and internal teams, the manager proactively monitors account health, coordinates outreach, and delivers a high-touch experience designed to increase long-term value and retention.
What You’ll Do
Lead and coordinate onboarding for new trial accounts, ensuring seamless activation and user setup.
Host weekly internal strategy sessions with the teams to review account health, usage trends, and outreach plans.
Monitor account usage and proactively identify opportunities to improve engagement and product adoption
Develop and execute strategic outreach campaigns to drive product adoption and identify expansion opportunities.
Conduct high-touch product demos and training sessions for both new and existing users.
Partner cross-functionally with Sales, Client Advisory and LNC teams to deliver a white-glove customer experience.
Maintain detailed account insights to prioritize engagement and maximize long-term partnership value.
Why Join Us?
Full benefits: Medical, Dental, Vision, 401(k) with match
Work in a dynamic, fast-paced environment where you can have a voice
Be part of a team that values curiosity, innovation, and professional growth
Expert Institute builds a technology platform that connects litigation attorneys with industry experts, offering insights, research, and consultations to help law firms enhance their case strategies and profitability. We cater to thousands of legal clients across the U.S., providing access to a vast network of over one million experts and utilizing advanced data analytics to give firms a competitive edge in their practice.