Relationship Manager

Currently we are only able to accept applicants who reside in the following US States : AZ, CO, FL, GA, IL, MD, MI, NC, NJ, NY, PA, TX, VA, WA, or Vancouver Canada.

Have you got the right qualifications and skills for this job Find out below, and hit apply to be considered.

Job Summary :

The role of the Relationship Manager is designed to serve as the primary point of contact for our Members, conducting regular check-in calls to ensure they receive the full benefit of our services.

This role involves maintaining comprehensive Member files and providing consistent support to our Members, acting as their central resource.

The Relationship Manager will engage in frequent Member interactions, delivering exceptional customer service, collaborating with our internal teams, and gathering feedback to improve our services.

This position is essential in fostering strong Member relationships and ensuring Member satisfaction. The Relationship Manager (RM) will be responsible for a roster of up to 75 small law firms and will continue as the Member’s RM throughout the Member’s tenure at HTM.

Duties / Responsibilities :

• Member File Management : The RM is responsible for owning the Member file, maintaining its organization, collecting missing documents, and ensuring documents are relevant, accurate, up to date, and complete.
• Conduct the New Member On-boarding Call : Onboarding calls will happen 4 times per year with new Members.
• During the onboarding call, the RM will introduce themselves and explain that they will be the central point of contact for all things related to HTM.
• Ensure the Member can access the member website, has downloaded the mobile app, has joined the Member FB page, knows how to log in and complete the Dashboard Diagnostic, etc.
• Conduct the New Member Graduation Call : The RM will connect to evaluate the Member’s progress and identify any gaps related to the Member’s expectations.
• The RM will help evaluate which Advisor will be a good fit for the Member and facilitate introductions.
• Schedule 30-minute bi-monthly check-in calls with the Members to assess needs, address concerns, and provide solutions.
• The RM will be fully versed in a Member’s file before joining any calls.
• The RM must document these conversations for transparency.
• The RM will be empowered to request gifts when a Member achieves a milestone or is going through a difficult situation.
• The RM will hold the Member accountable to working through action items tasked by their Advisors.
• The RM will listen closely to identify important issues the Member may be working through.
• The RM is the Member’s advocate for everything related to HTM.
• Assist with registration for upcoming events, help with billing questions, and recommend workshops.
• The RM’s will receive consistent training on new resources and be expected to share these resources with their Members.
• The RM’s will encourage the Member’s engagement in all services.
• Ensure that the Member’s have forward scheduled calls with their Advisors.
• Overall, it is the RM’s ultimate responsibility to ensure that the Member feels supported.
• Collaborate with other departments within HTM to ensure that Member’s needs are met.
• Other projects that may be assigned from time to time.

Required Skills / Abilities :

• Superior organizational skills
• Attention to detail
• Exceptional problem-solving and analytical skills
• Excellent communication skills
• Strong customer service and follow-through
• Interpersonal skills
• Diplomatic / Tactful
• Collaborative
• Intellectually curious
• Assertive
• Proactive
• Time Management
• Comfortable working in a fast-paced environment
• Ability to adapt to change
• Empathy and patience
• Tech-friendly

Education :

• Minimum 3-5 years in administration including project management, paralegal, customer service management or executive assistant type roles.
• Six Sigma or other Project Management certification preferred.

Physical Requirements :

• Prolonged periods sitting at a desk and working on a computer.
• Able to lift up to 15 lbs.

Travel :

Occasional travel may be required 1-4 times per year.

Position Type / Expected Hours of Work :

• This is a full-time position, and hours of work and days are to be determined in conjunction with supervisor.
• This is a remote work environment, so an at home office set up is necessary.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Now More About Us :

How to MANAGE a Small Law Firm is a fast-growing business management, personal development and coaching company, specializing in solo and small law firms.

Our culture....

We are a rapidly growing company, and we are seeking an individual who can keep up and can maintain a comfortable presence in our ever-changing environment.

HTM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.

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