Client Experience Coordinator

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

Essential Duties and Responsibilities:

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

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

• Support the efforts of the Client Experience team in advancing the firms 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.

• Assist with the planning and execution of signature client events including the firms Legal Operations Summit. This includes conducting research assisting with client development strategy program development attendee communications on-site support tracking and follow-up activities.

• Collect organize and maintain Client Feedback and Troutman Plus narratives and key tags in Foundation the firms experience management system.

• Support the efforts of the Client Experience team in advancing the firms Client Feedback program.

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

• Log categorize and maintain client feedback data in Reson8.

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

• 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.

• Update organize and maintain client projects in Asana the firms 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:

• Highly motivated results-oriented creative and collaborative.

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

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

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

• 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.

• Strong customer service skills.

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

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

• 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.

Education and/or Experience:

• Bachelors Degree required.

• Minimum of three (3) 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.

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 .

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 market education training and/or experience.