Job Description

Client Concierge Lead

Department: Legal Operations

Employment Type: Full Time

Location: Jacksonville, Florida

The Client Concierge Lead owns and elevates the firm’s end-to-end client experience, ensuring every interaction reflects professionalism, trust, and care.

This role exists to set the standard for how clients are welcomed, communicated with, supported, and retained. You’ll balance hands-on client engagement with people leadership, serving as both a visible ambassador of the firm’s values and a steady force behind the structure, cadence, and follow-through that clients rely on.

If you thrive on ownership, influence, and building trust-based relationships, and you’re energized by being the person others look to when things matter most, this role was built for you.

This role is critical to protecting the firm’s reputation, strengthening client loyalty, and fueling sustainable growth. The Client Concierge Lead is not simply managing service, you are shaping how clients experience the firm, how long they stay, and how deeply they engage.

Key Responsibilities

Core Responsibilities:

• Own the end-to-end client experience across all active matters.
• Define, reinforce, and uphold firm-wide standards for client communication and service.
• Serve as the escalation owner for high-risk, high-value, or sensitive client relationships.
• Lead structured client check-in cadences by matter type and lifecycle stage.
• Conduct executive-level and complex client outreach with preparation and insight.
• Maintain real-time visibility into client sentiment, engagement, and risk signals.
• Partner closely with attorneys, operations, and leadership to resolve issues and reset expectations.
• Coach and support administrative and concierge team members engaged in client-facing work.
• Proactively identify opportunities for service growth and contribute to intentional, value-driven positioning.
• Track client interactions, risks, and referrals within CRM systems.
• Analyze trends and present insights and recommendations to leadership.
• Participate in EOS reviews and continuous improvement initiatives.

Skills, Knowledge and Expertise

Skills & Attributes:

• Highly persuasive communicator who builds trust quickly and confidently.
• Energized by fast-paced, people-driven environments with competing priorities.
• Comfortable setting direction, making judgment calls, and owning outcomes.
• Thrive under pressure and enjoy troubleshooting, resolving issues, and moving on.
• Strategic thinker, who prefers big-picture ownership while delegating detailed execution.
• Confident, self-directed, and comfortable working with minimal supervision.
• Able to stretch into detail-oriented work, when necessary, without losing momentum.
• Polished, professional, and credible in executive-level client conversations.

Background & Experience:

• Bachelor’s degree required.
• 5–7+ years in client experience, concierge, customer success, hospitality, or professional services.
• Prior leadership or functional ownership experience required.
• Experience in legal, financial, or other high-trust professional services is strongly preferred.
• Experience with the OUTGROW sales or revenue growth framework is highly preferred.
• Demonstrated success influencing outcomes without relying on formal authority.
• Proficient in Microsoft Office and CRM/case management systems (Salesforce/Litify preferred).
• Proficiency with CRM systems such as Salesforce, Litify, or comparable platforms.
• Background in legal, financial, or professional services preferred.

Benefits

You’ll get a Challenging Opportunity with a Company that Cares About Its Most Valuable Asset: YOU! At Jimerson Birr, we pride ourselves on our people and their collective achievements. Besides our list of legal industry honors, in 2021 and for the seventh consecutive year, the firm was named one of Florida’s “Best Companies to Work For” by Florida Trend Magazine. In recent years, the firm was also distinguished as one of the “Best Places to Work” by the Jacksonville Business Journal and five times as one of the “50 Fastest Growing Companies.” Opportunities abound for those who can meet and exceed the expectations set for our team. Jimerson Birr is comprised of high-performing and professionally fulfilled people. We believe that a positive attitude, personal accountability, and a commitment to quality work will put a talented person on a fast track for success. Our atmosphere and award-winning firm culture are collegial and professional, and our shared commitment to professional development is superior to our contemporaries.

Our core values are simple: Commitment to service; Commitment to quality; Commitment to results.

Jimerson Birr is an equal opportunity employer. All qualified applicants receive consideration for employment and all employees are treated during employment without regard to race, color, sexual orientation, religion, sex, age, national origin, genetic information, disability, veteran status, gender identity and marital status.