Legal Data Services Manager
LexisNexis
PythonSQL
Director of Client Success – Legal Marketing
EverService Holdings, LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Act as a strategic advisor for clients by identifying business and digital marketing opportunities, determining strategy, and executing plans
- Proactively de-escalate client concerns and complaints stemming from campaign results, performance metrics, or relationship challenges
- Investigate and resolve digital marketing campaign issues efficiently and completely, ensuring a satisfactory outcome for all parties involved
- Maintain clear, professional, and empathetic communication with clients throughout the escalation process while providing regular updates and follow-up as needed
- Collaborate with relevant teams to implement process improvements that enhance service quality and prevent future escalations
- Work closely with Customer Support, Sales, and Digital Marketing and other teams to gather information, resolve issues, and provide insights into potential systemic problems
- Develop and maintain detailed records of escalated issues, resolutions, and client feedback
- Generate regular reports on escalation trends and resolution effectiveness for management review
- Assist in developing training materials and resources for clients to help them better understand our services and avoid common issues
- Monitor client interactions and ensure adherence to company policies and best practices
- Provide feedback and recommendations for improving service delivery
Requirements
- 8+ years in a client-facing role with a digital marketing agency or legal services environment required
- Bachelor’s degree in Business, Marketing, Communications, or a related field required
- Previous experience managing escalations or handling complex client issues
- Exceptional problem-solving skills with the ability to handle high-pressure situations calmly and professionally
- Strong communication skills, both written and verbal
- Familiarity with CRM systems, ticketing tools, and digital marketing platforms
- Basic understanding of legal services and terminology is a plus
- Strong attention to detail and a proactive approach to identifying and addressing client needs
Benefits
- Medical, Vision, Dental
- Retirement
- Life Insurance
- Sick Time and Paid Time Away (PTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
digital marketingproblem-solvingescalation managementclient issue resolutionreport generationprocess improvementtraining material development
Soft skills
strategic advisingcommunicationempathycollaborationattention to detailproactive approachcalm under pressure
