Job Description

Client Concierge: Client Re-engagement

Department: Sales and Marketing

Employment Type: Full Time

Location: Jacksonville, Florida

Description

At Jimerson Birr, our team accepts the lasting responsibility of protecting our clients’ rights, businesses, properties, investments, and finances. We partner with established companies, emerging ventures, and individuals to structure deals, solve complex problems, and guide pivotal decisions with measurable outcomes. We pride ourselves on legal excellence, disciplined execution, and a culture built on service, quality, and results.

About the Role:

The Client Concierge Reengagement team member is responsible for turning the firm's dormant client base into reactivated revenue: working the reengagement queue, building and testing reactivation campaigns by segment, and handing off qualified opportunities to the seat that closes them.

You will own this as a revenue asset, segmenting it by value, recency, service history, and reason for dormancy, and prioritizing by expected value rather than recency alone.

You'll work the queue on a defined cadence, leading with what has changed in the client's business or in the firm's service and pricing pathways, and requalifying every return against the current Ideal Client Profile rather than re-reading the old file.

You'll build and test reactivation sequences by segment, coordinating with Marketing on content and compliance clearance and with the Sales Development Representative on outbound execution overflow for clients past 365 days, then qualify the returning opportunity and hand it off cleanly to Sales with the full service history attached.

If you're comfortable reaching a client who left, honest about why they did, and disciplined enough to log your own activity with no support layer behind you, this role was built for you!

What You’ll Do

• Build and maintain the segmentation of the dormant base by value, recency, service history, and reason for dormancy, prioritizing outreach by expected value rather than recency alone and keeping the record current.
• Work the 180-plus reengagement queue on a defined cadence rather than in bursts, owning getting the next matter in from day 180 and retaining responsibility past 365 with Sales Development Representative assistance.
• Lead outreach with what has changed in the client's business or in the firm's service and pricing pathways, pushing to a discovery call where warranted, and requalify every return against the current Ideal Client Profile rather than the old file.
• Build and test reactivation sequences by segment, coordinating with Marketing on content and compliance clearance.
• Coordinate with the Sales Development Representative on outbound execution overflow for 365-day-plus dormant clients — most relevant to that population — without handing over the relationship.
• Interface with prior client contacts, including attorneys and concierges, as part of running any sequence.
• Qualify the returning opportunity before consuming a closer's time, and hand off with the full service history attached, confirming receipt.
• Report reactivated revenue, conversion by segment, and cost per reactivation, and feed the reasons clients went dormant back to service, Sales, and Marketing.
• Log your own activity and keep the record current, since no support layer exists for this seat.

Who You Are

• Comfortable reaching a client who left.
• Able to read a two-year-old record and form a fresh view, rather than re-litigating the old disposition.
• Fluent with campaign and segmentation tooling, with strong self-logging discipline.
• Clear on your lane — you qualify and hand off, and you never price, scope, or close.
• Organized and self-directed, comfortable running a defined cadence without daily oversight.

What You Bring

• 2+ years experience in reactivation, lifecycle, or retention marketing execution, ideally in a professional-services or B2B environment.
• Comfortable with campaign and segmentation tooling and CRM/pipeline systems (Salesforce, Litify, or comparable platforms preferred).
• Strong written and verbal communication skills, with the professionalism to re-engage a client who previously left.
• Sound judgment for qualifying opportunities honestly, rather than pushing a weak fit toward a closer.
• Bachelor's degree preferred, but not required with equivalent experience.

Why Join Us

At Jimerson Birr, this seat is how the firm works revenue that has always been sitting in the file room. You'll own the entire dormant base — segmentation, campaigns, and the queue — with real autonomy, and a team behind you: Sales and Marketing, built to back you up on anything outside your lane.

You'll work in an environment that values ownership, discipline, and results, with a clean handoff process and a scorecard that makes reactivated revenue visible rather than incidental.