CARAVEL LAW – DIRECTOR OF CLIENT AND LAWYER HAPPINESS

Reporting to our Chief Operating Officer, the Director of Client and Lawyer Happiness leads the programs and architects the processes that ensure an outstanding experience for Caravel Law’s clients and lawyers. This critical role for the firm is the lynch pin between internal and external stakeholders.
The Director of Client and Lawyer Happiness will be responsible for measuring the health of our key relationships and partnering across the team to identify challenges and opportunities for Caravel to drive satisfaction, retention, and additional enrichment.

Key Responsibilities

• Communicate regularly with Caravel lawyers/legal professionals to ensure all are satisfied with their workload quality and quantity.
• Track lawyer capacity and communicate frequently with the business development team regarding lawyer availability.
• Contribute to the firm’s Continuing Legal Education programs and firm-wide social events.
• Develop and nurture excellent internal (contractor) relationships to drive engagement, retention, growth, and overall high client satisfaction.
• Develop and nurture excellent client relationships to drive engagement, retention, growth, and overall high client satisfaction.
• Oversee Caravel Law’s client intake and onboarding process to ensure a seamless experience for clients and employees.
• Oversee first check-in and post onboarding, with Caravel clients to ensure a positive start to the relationship, and ensure subsequent check-ins occur.
• Regularly contact key client accounts to grow and maintain those relationships.
• Share positive client feedback and testimonial opportunities with the lawyers and other internal stakeholders.
• Monitor client and lawyer churn and share insights with the organization on ways to mitigate either through refined business development targeting and/or updates to the engagement model.
• Identify risks and challenges, escalate as needed and support mitigation planning and execution.

Key Qualifications

• A proven track record of measurable success in strategic client account management and stakeholder relations within the legal services industry required, ideally within a corporate law firm.
• Outstanding interpersonal and communication skills with the ability to build strong and effective relationships with clients, lawyers and team members.
• Demonstrated ability to grow and retain client accounts, to build relationships and quickly spot and communicate potential risks and issues, and to identify organizational structural changes and possess the confidence to target and build new relationships.
• Effective presentation, organization, and time management skills.
• Ability to excel in a data-driven, metrics-oriented environment.
• Demonstrated discretion and ability to work with confidential information.
• Positive energy, personal accountability, and a can-do attitude with exceptional client-focus and an appreciation for serving as a brand ambassador for the organization, internally and externally.
• The ideal candidate needs to be able to understand client pain points and frustrations so that they appreciate the client perspective. At the same time, they must also understand the inner law firm/professional services dynamics from all stakeholder perspectives.

What we offer:

• A chance to work with experienced professionals, on interesting and challenging projects;
• A great work-life balance and a friendly work environment;
• Health benefits/Health Care Spending Account;
• Corporate RRSP plan and a competitive salary; and
• Hybrid work - with the option to work from our downtown Toronto office and from home (applicants must live in Canada and be legally eligible to work in Canada).

QwChqmoRt

• Communicate regularly with Caravel lawyers/legal professionals to ensure all are satisfied with their workload quality and quantity.
• Track lawyer capacity and communicate frequently with the business development team regarding lawyer availability.
• Contribute to the firm’s Continuing Legal Education programs and firm-wide social events.
• Develop and nurture excellent internal (contractor) relationships to drive engagement, retention, growth, and overall high client satisfaction.
• Develop and nurture excellent client relationships to drive engagement, retention, growth, and overall high client satisfaction.
• Oversee Caravel Law’s client intake and onboarding process to ensure a seamless experience for clients and employees.
• Oversee first check-in and post onboarding, with Caravel clients to ensure a positive start to the relationship, and ensure subsequent check-ins occur.
• Regularly contact key client accounts to grow and maintain those relationships.
• Share positive client feedback and testimonial opportunities with the lawyers and other internal stakeholders.
• Monitor client and lawyer churn and share insights with the organization on ways to mitigate either through refined business development targeting and/or updates to the engagement model.
• Identify risks and challenges, escalate as needed and support mitigation planning and execution