What are the responsibilities and job description for the Client Success Manager position at Torticity?
About Torticity
Founded five years ago and headquartered in Boca Raton, FL, Torticity is revolutionizing the legal sector with groundbreaking technology and unmatched operational support. What began in mass tort case services has evolved into a full-scale transformation of personal injury law, reshaping how firms operate. Our proprietary tech boosts efficiency and sets new industry standards. Today, we offer comprehensive, end-to-end solutions that help law firms navigate complex litigation effortlessly. As pioneers in "Lit-Tech," we blend innovation with justice, turning challenges into opportunities. Torticity isn’t just changing the game; we’re building the future of legal excellence.
Join us and be part of something extraordinary
Remote opportunities available nationwide. Employees within a 40-mile radius of our Boca Raton HQ enjoy in-person collaboration.
Join us and be part of something extraordinary!
Job Summary
In this role, you will be focused on building and managing relationships for our key law firm clients in our Personal Injury Vertical. You will oversee the external-facing, end-to-end client process, starting with onboarding new law firm partners and developing relationships with key stakeholders. This includes gathering and implementing the client’s scope of work with cross-functional teams involving operations, tech, product, data, and finance, and continuing to oversee the success of law firm campaigns throughout the entire life cycle of their case docket. As a Client Success Manager, you will also have an opportunity to help our team evaluate current processes and contribute to improved streamlining of the overall client experience. The ideal candidate for this role will have excellent interpersonal communication skills and can effectively manage projects with a deep sense of urgency and ownership, while operating in a strict HIPAA-compliant environment.
Key Responsibilities
- Effectively manage law firm clients and internal stakeholders by planning, directing, managing, and coordinating day-to-day business activities, campaign-related initiatives and projects
- Onboard new clients with acute attention to detail and timely deployment of agreed SLAs
- Strategically prioritize campaign-specific workload to ensure internal stakeholders are directionally focused on the appropriate functions needed to meet client expectations and timelines
- Function as a central internal stakeholder by partnering with relevant teams to facilitate timely information and resources to law firm clients
- Executive project oversight, drive weekly client meetings, track, and provide client status reports
- Manage campaign-related operational activities and identify internal and external growth opportunities by applying a consultative approach
- Drive success by aligning campaign goals with internal teams, developing a working roadmap to meet and exceed client expectations
- Perform data analysis, extracting key insights necessary to enable optimization of case work-up processes for ops
- Build quarterly account plans, share recurring feedback with product, and provide regular status updates on campaign progress against key performance indicators to leadership
Requirements
- Minimum of 3 years of client management experience
- Previous experience in the legal industry, specifically in personal injury
- Proficiency in data analytics, Excel, and basic data normalization techniques
- Foundational understanding of CRM API integration workflows
- Exceptional project management experience with the ability to set and adhere to timelines for on-time deliverables
- Excellent interpersonal, verbal and written communication, and problem-solving skills
- Highly organized, detail-oriented, and inquisitive to a fault, with a bias to get things done
- Ability to work under pressure and within short time constraints in a complex system and business-integrated environment
- Highly motivated with ability to prioritize the workload, and work autonomously as well as in a team setting
- Proficient with Microsoft Office tools
- Bachelor’s Degree required
Compensation and Benefits
Salary Range: $60,000 - $75,000
Medical, dental, vision, and health insurance coverage- Life insurance and short/long-term disability insurance
- Flexible Spending Accounts
- Comprehensive support for every unique path to parenthood
- 401k plan
- Complimentary Calm subscription to support mental well-being
- Employee Assistance Program
- Holiday Pay, including 11 paid holidays
- Flexible PTO and Discretionary Time Off for balance and personal needs
Apply via our careers site: www.torticity.com/careers
We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
Salary : $60,000 - $75,000