Director of Client Happiness

Found in: Whatjobs CA C2 - 2 weeks ago

Greater Toronto Area, Canada Caravel Law LLP Full time

Caravel Law – Director of Client Happiness


Reporting to our Chief of Staff, the Director of Client Happiness leads the programs and architects the processes that ensure an outstanding experience for Caravel Law’s clients. This critical role for the firm is the lynch pin between internal and external stakeholders.


The Director of Client Happiness will be responsible for measuring the health of our key client relationships and partnering across the team to identify challenges and opportunities for Caravel to drive satisfaction, retention, and additional enrichment.


Key Responsibilities

  • Develop and nurture excellent client relationships to drive engagement, retention, growth, and overall high client satisfaction.
  • Oversee Caravel Law’s client intake and onboarding process to ensure a seamless experience for clients and employees.
  • Oversee first check-in and post onboarding, with Caravel clients to ensure a positive start to the relationship, and ensure subsequent check-ins occur.
  • Regularly contact key client accounts to grow and maintain those relationships.
  • Share positive client feedback and testimonial opportunities with the internal stakeholders.
  • Monitor client churn and share insights with the organization on ways to mitigate either through refined business development targeting and/or updates to the engagement model.
  • Identify client risks and challenges, escalate as needed and support mitigation planning and execution.
  • Meet or exceed the firm’s goals including retention, client net promoter scores (NPS) and enrichment goals.


Key Qualifications

  • A minimum of 7 years’ proven track record of measurable success in strategic client account management within the professional services industry required, ideally within a corporate law firm, legal department, or other entity delivering legal or professional services.
  • Outstanding interpersonal and communication skills with the ability to build strong and effective relationships with clients and team members.
  • Demonstrated ability to grow and retain client accounts, to build relationships and quickly spot and communicate potential risks and issues, and to identify organizational structure and confidence to target and build new relationships.
  • Effective presentation, organization, and time management skills.
  • Ability to excel in a data-driven, metrics-oriented environment.
  • Demonstrated discretion and ability to work with confidential information.
  • Positive energy, personal accountability, and a can-do attitude with exceptional client-focus and an appreciation for serving as a brand ambassador for the organization.
  • The ideal candidate needs to be able to speak the language of our clients and understand their pain points and frustrations so that they appreciate the client perspective. But, at the same time, they must also understand the inner law firm/professional services dynamics.


What we offer:

  • A chance to work with experienced professionals, on interesting and challenging projects;
  • A great work-life balance and a friendly work environment;
  • Health benefits/Health Care Spending Account;
  • Corporate RRSP plan and a competitive salary; and
  • Hybrid work - with the option to work from our downtown Toronto office and from home (applicants must be legally eligible to work in Canada).


Interested?


Please submit your resume and a thoughtful cover letter conveying your interest. Please tell us what your super-power is so we know you pay attention to the details, along with your salary expectations.


Please do not send unsolicited emails or messages to members of the team and only submit your application once through our HR portal (and not via email).


Caravel Law was recognized in 2022 and in 2023 by the Report on Business’s ‘Canada’s Top Growing Companies’ List

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