What are the responsibilities and job description for the Client Experience Specialist position at Expert Institute?
Company Description
Expert Institute is #1 technology platform connecting litigation attorneys with expert witnesses. We are pioneers and disruptors in the legal space. Simply put, we pair attorneys with the perfect expert witnesses to win high-stakes cases and be the hero for the people, families, and businesses they serve.
In our history, we have had a helping hand in billions of dollars in settlements and verdicts for our clients. We have helped all kinds of litigators work on all types of cases including many national headline cases involving well-known brands like Google, Uber, Microsoft, Facebook, the NFL, the MLB and many others.
Job Description
Who You Are
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.
Qualifications
What You’ll Do
Why Join Us?
Expert Institute is #1 technology platform connecting litigation attorneys with expert witnesses. We are pioneers and disruptors in the legal space. Simply put, we pair attorneys with the perfect expert witnesses to win high-stakes cases and be the hero for the people, families, and businesses they serve.
In our history, we have had a helping hand in billions of dollars in settlements and verdicts for our clients. We have helped all kinds of litigators work on all types of cases including many national headline cases involving well-known brands like Google, Uber, Microsoft, Facebook, the NFL, the MLB and many others.
Job Description
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 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.
Qualifications
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