Client Experience Coordinator - Troutman Pepper Hamilton Sanders

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!

The Client Experience Coordinator supports the firm’s Client Feedback program, Troutman Plus Value program, Client Teams, and Key Client Growth initiative. The Coordinator will work collaboratively with the Client Experience, Business Development, and other firm administrative teams to help promote, create, and maintain customized services, programs, and solutions that add value, deepen client relationships, and drive revenue growth.

Essential Duties and Responsibilities:

• Support the efforts of the Client Experience team in advancing the firm’s Client Feedback program.

• Assist with scheduling client feedback introductory calls, prep calls, and debrief calls with attorneys.

• Log, categorize, and maintain client feedback data in ClienTELL.

• Assist with preparing written reports and developing visual aids to communicate client feedback results, key feedback themes, and client service trends.

• Support the efforts of the Client Experience team in advancing the firm’s Troutman Plus Value program.

• Develop high quality, tailored case studies, one-pagers, talking points, and language for RFPs and pitches highlighting the benefits and application of Troutman Plus.

• Partner with the Innovation team to build and maintain client-facing HighQ sites and to test and help rollout other client-facing technology platforms.

• Collect, organize, and maintain Client Feedback and Troutman Pepper Plus narratives and key tags in Foundation, the firm’s experience management system.

• Assist with client team administrative tasks, including monitoring client personnel changes and updating HighQ sites.

• Support client team events and sponsorships in partnership with the Business Development, Events, and Marketing Operations teams.

• Assist with developing, maintaining, and updating Client Experience publications and collateral, such as one-pagers, client conversation toolkits, PowerPoints, website content, intranet, etc.

• Assist with creating small- and large-scale electronic surveys in Qualtrics and related reporting.

• Assist with the planning and execution of signature client events, including the firm’s Executive Women’s Forum and Legal Operations Summit. This includes conducting research, assisting with client development strategy, program development, on-site support, tracking and follow-up activities.

• Update, organize, and maintain client projects in Asana, the firm’s project management software.

• Schedule and manage logistics for meetings, presentations, and trainings with attorneys and administrative departments related to Client Experience initiatives.

• Respond to inquiries from clients, attorneys, and administrative departments, assist with resolution of issues, and/or forward to the appropriate person for handling.

• Advise on improvements to Client Experience processes to increase efficiency and internal client service.

Knowledge, Skills, and Abilities:

• Strong customer service skills.

• Strong project and process management skills, including the ability to prioritize, monitor and manage deliverables for client and department initiatives.

• Able to remain flexible while delivering high quality work in a demanding environment.

• Works well under pressure and can manage and prioritize simultaneous, time-sensitive deadlines.

• Proven ability to communicate effectively verbally and in writing with attorneys, teammates, and other administrative departments of the firm.

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

• Well-organized with strong attention to detail.

• Flexibility to manage demands outside of traditional business hours.

• Ability to handle and maintain confidential client information.

• Advanced proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word), project management, and electronic survey software.

• Demonstrated ability to quickly learn and leverage new software applications, mobile applications, and other technologies.

• Ability to work independently while keeping Client Experience leadership and attorneys apprised of progress on projects and initiatives.

• Strong interpersonal skills, with the ability to provide high-quality service and partner effectively with diverse groups of people at various levels within the firm as well as external contacts.

Education and/or Experience: 

• Bachelor’s Degree required.

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

#LI-Hybrid

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.

California Applicants: Please visit our Privacy Notice and Notice at Collection to learn about our information practices in the Job Application and Employment context.

Equal Employment Opportunity
Troutman Pepper 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.