Client Relations Coordinator

BUSINESS DEVELOPMENT DEPARTMENT MISSION :

The Goulston & Storrs Business Development Department is fast paced, fast moving, exciting and entrepreneurial. Our goal is to set the standard for law firm business development departments through unparalleled client service (internal and external relationships), firm knowledge, project management, communication, problem solving and adaptability, and professionalism.

Our collective commitment, as a team, is to :

• Provide education to our clients (firm members)
• Infuse best-practice thinking into all areas of sales and client service
• Use analysis as the foundation for our approach to the market
• Create innovative, targeted marketing materials and initiatives
• Support and enable the firm as a business and community leader

DESCRIPTION :

Our Client Relations team is dedicated to delivering exceptional service to both internal and external clients, ensuring their needs are effectively met.

As trusted advisors, we consistently demonstrate value, foster strong client relationships, and support revenue-generating activities for the firm.

This role involves employing strategic techniques, processes, and standards with a strong focus on maintaining a client-oriented mindset and consistently producing accurate, thorough, and high-quality work.

The Client Relations Coordinator plays a pivotal role in supporting the firm’s client service and growth initiatives. Reporting to the Senior Manager of Client Relations, the Coordinator is responsible for providing direct support and coordination across various programs and events, including strategic account management, client feedback interviews, and upholding client service standards.

Candidates must be highly responsive, self-motivated, committed to excellence in the workplace, and attentive to detail.

The ideal candidate will thrive in a fast-paced environment, be able to quickly think on their feet, be creative, be proactive, and demonstrate the ability to think out of the box.

This position requires a high energy level, ability to work overtime when necessary, and occasional business travel.

PRINCIPAL RESPONSIBILITIES :

Client Team Support : Collaborate with the Client Relations team to document key client team activities, processes, and best practices.

This includes evaluating and launching new teams, onboarding new team members, and creating and pursuing team action plans.

• Sponsorship Management : Oversee the firm’s sponsorship requests, including submitting proposals for approval, tracking requests, and managing all related details.
• Client Gift Coordination : Assist attorneys with client gift requests, ensuring timely and appropriate selections.
• Client Monitoring : Proactively monitor news, earnings, and social media for all client teams. Identify opportunities to engage with clients, recommend interactions with the firm’s accounts on social media, and ensure team members are informed.

Work closely with practice group management colleagues to identify intersections between client teams and practice or industry groups.

• Client Data Management : Develop and maintain client contact lists and organizational charts. Support periodic assessments of client service and growth initiatives for firm leadership and business development colleagues, including data collection and analysis.
• Best Practices and Communication : Ensure effective communication and best practice sharing across client teams. Facilitate collaboration and knowledge transfer to enhance client service.
• Meeting Coordination : Plan and execute meetings in collaboration with Client Relations Team Leads and Client Team Leaders.

Responsibilities include scheduling meetings, booking conference rooms, maintaining internal team distribution lists, drafting agendas, and preparing, updating, and collecting content.

• Documentation and Follow-up : Prepare and distribute meeting notes to relevant stakeholders. Follow up on action items between meetings, escalating roadblocks to the appropriate Client Relations Team Lead.
• Client Feedback Program Support : Assist in the client feedback interview program by preparing reports, scheduling interviews, and tracking the status of interviews and follow-up action items.
• Event Coordination : Work with business development team colleagues and attorneys to strategize, plan, coordinate, and execute both in-person and virtual client events.

Ensure seamless execution and client engagement.

Collaboration with Business Development : Collaborate with business development colleagues to identify synergies between client service and growth initiatives and other practice, industry, and individual business development plans.

Ensure client teams are represented at firm events and serve as the face of the firm at client events.

Additional Duties : Perform other duties as assigned, contributing to the overall success of the Client Relations team and the firm.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :

• Client-Focused Mindset : Ability to thrive in a fast-paced, service-oriented environment, engaging with individuals at all organizational levels both within and outside the firm.
• Project Management : Strong organizational and project management skills with the ability to manage multiple tasks simultaneously.

Demonstrated ability to plan, organize, and manage resources to achieve specific objectives within defined timeframes and budgets.

Proactive and Adaptive : Proactively address challenges with a Yes, First approach, embrace change, foster a growth mindset, and demonstrate openness to new ideas.

Leverage data and technology to support business development and enhance client relationships.

• Critical Thinking and Problem-Solving : Exhibit strong critical thinking skills, propose creative solutions, show initiative and curiosity in seeking resolutions, and adapt to changing circumstances.
• Research and Analysis : Incorporate research, market trends, and strategic analysis into decision-making and problem-solving processes.
• Communication : Convey information and ideas clearly and convincingly through various channels, tailoring communication to different audiences.

Exercise sound judgment in managing confidential and sensitive information.

• Collaborative and Detail-Oriented : Demonstrate a collaborative mindset and strong attention to detail. Foster an atmosphere of mutual respect and collaboration across teams.
• Technical Proficiency : Strong MS Office skills with the ability to work with numerical data and perform light analytical work.
• Flexibility and Travel : Be prepared for periodic travel (1-5%) and the ability to work overtime when necessary.

EDUCATION / EXPERIENCE :

• 1-3 years’ experience, law firm or professional services experience preferred
• Bachelor’s degree required

This job description is intended to be general and may evolve over time. It is subject to periodic updating and is subject, at the firm’s discretion, to the assignment of different or additional duties.

We are an equal opportunity organization.

Goulston & Storrs provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, handicap, disability or veteran status in accordance with applicable state and federal laws.

In addition, Goulston & Storrs complies with applicable federal, state and local laws governing nondiscrimination in employment.