Director of Client Experience

About the Role

We are a boutique estate planning law firm seeking a dynamic Director of Client Experiences to serve as the primary relationship driver for prospective and active clients. This role blends business development, client services, and event coordination. The ideal candidate will be personable, results-oriented, and passionate about delivering a exceptional client journey.

Key Responsibilities

Client Services & Relationship Management

• Serve as the primary point of contact for clients throughout the engagement process
• Guide prospective clients from initial inquiry through conversion, maintaining consistent and warm follow-up
• Manage client nurturing pipeline with a structured, process-driven approach
• Welcome clients and ensure a positive, professional experience at every touchpoint
• Manage the client into subscription/ongoing services agreements.

Business Development

• Support the firm's growth by participating in outreach, networking events, and community engagement
• Assist in identifying and cultivating referral relationships and strategic collaborations
• Contribute to pitching and presenting the firm's services to prospective clients
• Engagement with overall marketing and marketing campaigns. Work with outside marketing team to ensure consistent message and follow through.

Event Coordination

• Plan, organize, and promote client-facing seminars and educational events
• Coordinate collaborations with outside speakers or partners
• Drive attendance and manage logistics from conception through execution

Operations & Communications

• Maintain organized client records and follow-up workflows
• Draft and send client communications with clarity, empathy, and professionalism
• Leverage technology, automation, and AI tools to streamline processes where applicable

Qualifications

• 1–5 years of experience in client services, business development, sales, or a related field
• Exceptional verbal and written communication skills
• Strong emotional intelligence and ability to connect with clients navigating sensitive life planning decisions
• Highly organized, self-motivated, and follow-through oriented
• Comfortable working in a small, fast-paced office environment
• Familiarity with estate planning or legal services a plus, but not required
• Proficiency with CRM tools, email platforms, and an interest in AI/automation tools preferred