Job Description

About Us

Brownlee Whitlow & Praet is a dynamic and growing provider of property solutions legal services. We assist property management companies, property owners, and investors in a wide variety of needs. We currently have offices in Raleigh, NC, Charlotte, NC, Charleston, SC, and Atlanta, GA, and intend to have offices in the entire Southeast.

Our Client Experience Department develops and maintains relationships to assist in expanding our presence in the markets that we serve. We promote a friendly and caring work environment that is the legacy of the professionals who have chosen to spend their careers at BWP. If you would like to be a part of that legacy, we encourage you to apply.

Who are we looking for?

Are you a service-minded account management professional eager to drive client satisfaction and brand loyalty?

As our ideal candidate, you will play a critical role in managing client relationships, ensuring client satisfaction, and assisting in the development of our Client Experience Department. This role requires a firm grasp of business expansion in a legal or professional services firm, and a consulting mentality that will allow you to tackle obstacles and communicate professionally. You will interact with individuals that sit at all levels of our clients’ organizations. You will thrive in a dynamic, team environment, where you will be able to work a hybrid schedule following the completion of a successful 90-day onboarding process.

Duties and Responsibilities Include:

To strengthen client relationships:

Responsible for building and maintaining effective, long-term client relationships
Serve as a vital point of contact for our clients, to maintain and enhance our commitment to exceptional customer service
Understand client needs, goals, and expectations, and ensure that they align with BWP’s service offerings
Collaborate with key stakeholders to resolve client complaints by investigating client concerns, developing solutions, and making recommendations to our team to ensure client satisfaction
Assist in conducting periodic client interviews, facilitating other methods of client feedback, and making strategic recommendations to our team based on any feedback received
Provide regular and appropriate status updates to senior leadership.

To support the firm’s BD initiatives:

Deeply understand the law firm’s business objectives, goals, and value proposition
Cross-sell new and appropriate services to current and prospective clients
Qualify, research, track, develop, and convert leads into viable business opportunities
Prospect new business opportunities with clients to support the firm’s growth goals
Assist in the preparation of proposals, presentations, and pitches for new business opportunities, innovations, or operational improvements
Maintain a strong knowledge of the industry, trends, technology, competitive offerings, and customer requirements
Participate in trade shows, conferences and industry events to build industry and brand awareness of firm services and solutions
Assist in department projects, as needed.

To optimize our systems and processes:

Serve as the first point of contact for all internal CRM issues. Collaborate with internal stakeholders to assist in resolving those respective issues and escalate them when necessary.
Build and maintain relationships across BWP, including attorneys, paralegals, and all business operations’ teams

Reporting & Analysis

Provide insights and recommendations based on legal developments and industry trends
Maintains current records within CRM in accordance with company policies and expectations

Position Requirements

Bachelor’s degree, or equivalent experience
2+ years of experience as an Account Manager within the legal or professional services industry
Prior experience in a client-facing role, preferably within the legal industry
Strong relationship building skills, with the ability to work in cross-functional teams to achieve timely results
Experience utilizing Customer Relationship Management software
Highly organized and detailed oriented
Proactive and problem-solving mindset
Passion for delivering exceptional client experiences and service
Excellent interpersonal communication skills
Ability to be coached
Commitment to excellent client service
Willingness and ability to travel up to 15-20%

Job Type: Full-time

Benefits: