Client Experience Specialist

We are always seeking talented, motivated, growth-minded, and creative individuals. Our firm is committed to providing employee support and advancement, while embracing inclusion and innovation as keys to a stronger future.

We invite you to explore the position below and to submit your application to join our team!

Job Summary: The Client Experience Specialist advances the firm's strategic goals focused on strengthening client relationships, boosting revenue, and creating, executing, and overseeing tailored solutions that enhance client value. Additionally, the Client Experience Specialist supports key programs such as the Client Feedback program, Troutman Plus Value program, Client Teams, and the Key Client Growth initiative.

Essential Duties and Responsibilities:

• Lead the development of client-facing HighQ sites by identifying relevant content and features, managing user access, creating HighQ-based versions of client work products, evaluating client engagement, and removing inactive sites. Ensure regular updates and integration of client feedback.

• Communicate project details for HighQ site development by conveying project deliverables, milestones, risks, and dependencies to stakeholders in a timely manner.

• Manage and maintain the internal MBDCX department HighQ site by updating content and user access permissions. Provide onboarding for new MBDCX team members on HighQ site usage.

• Collaborate with the Innovation team to develop, test, and launch client-facing technology solutions.

• Collaborate with the Data Solutions team to create and maintain dashboards that measure CX performance.

• Produce high-quality, tailored case studies, one-pagers, talking points, and language for RFPs and pitches, emphasizing Troutman Plus benefits.

• Develop and update Client Experience publications, including client conversation toolkits, PowerPoints, website content, and intranet materials.

• Design and implement surveys and related reporting using Qualtrics.

• Plan and execute client development strategies for signature events, such as the Legal Operations Summit, including research, strategy development, program execution, and follow-up activities.

• Provide suggestions on enhancements to Client Experience processes and recommend improvements to enhance departmental efficiency and internal client service.

• Stay updated on client service and innovation developments within the legal industry and other sectors, advising the Client Experience team on relevant developments.

• Engage and work with attorneys and administrative departments to provide exceptional customer service.

• Maintain confidential information for client and matter related activities.

Knowledge, Skills, and Abilities:

• Strong project and process management skills with the ability to prioritize and manage deliverables.

• Flexibility and resilience in a demanding environment, with the ability to handle multiple time-sensitive deadlines.

• Excellent verbal and written communication skills, capable of engaging effectively with attorneys, teammates, and administrative departments.

• Highly motivated, result-oriented, creative, and collaborative.

• Exceptional organizational skills and attention to detail.

• Ability to manage demands outside traditional business hours and maintain confidentiality.

• Advanced proficiency in Microsoft Office Suite, project management tools, and electronic survey software.

• Quick learner of new software applications and technologies.

• Strong interpersonal skills, capable of providing high-quality service and partnering effectively across diverse groups.

• Ability to work independently in both hybrid and in-office settings.

Education and/or Experience: 

• Bachelor’s degree.

• Minimum four (4) years of related experience in a law firm or similar professional services environment.

The Firm will comply with any applicable city or state workplace mandates in effect in regards to Covid-19. 

This position description is intended to describe the general content of and requirements for the performance of the job.  The statements contained in the position description are not necessarily all-inclusive and additional duties and responsibilities may be assigned as determined by business needs.

This position description does not constitute a written or implied contract of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

By applying for this position, you agree and understand that Troutman Pepper Locke will process your Personal Information pursuant to the terms of our Worker and Applicant Global Privacy Notice. If you have questions about our data handling practices, or you are a resident of California, the United Kingdom, or the European Union and wish to exercise your privacy rights, please contact us at privacy@troutman.com. 

Equal Employment Opportunity
Troutman Pepper Locke adheres to a policy of equal opportunity and will make all employment decisions, which include hiring, promotion, transfer, demotion, evaluation, compensation and separation, without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, pregnancy, citizenship, disability, genetic information, marital or armed forces status and any other classification as protected by law.

Compensation is dependent on several factors, such as position, location, education, training, and/or experience.