Director of Client Services, LexBlog
July 20, 2010
LexBlog, a growing Big Wave Recruiting client based in Pioneer Square, is adding a key member to their senior management team. LexBlog provides a turnkey professional blog solution to legal professionals worldwide. Their law blog network is the largest in the world comprising over 3,000 blog authors and growing. Lexblog is the owner and publisher of a daily review of law blogs and journals called LexMonitor and other Internet properties. They offer a competitive salary, fully paid health benefits and participation in the company’s bonus and stock option plans.
The Director of Client Services drives 100% client satisfaction to LexBlog clients by leading a team responsible for effective blog publishing training and timely ongoing social media support. Responsible for the development and implementation of strategies, process improvements and metrics that will enhance client relationships and drive strong revenue/earning performance.
Position Outcomes & Responsibilities:
• Drives performance in Client Services utilizing strong cross-functional integration with other teams such as project management, client development, creative and technology.
• Provides leadership and oversight for all client service functions including processes, projects, analysis, documentation, fiscal recommendations and resource allocation.
• Demonstrates excellent knowledge of LexBlog products, practices, policies and procedures and continues to find ways to improve team performance and client satisfaction.
• Creation and implementation of world class training curriculum for clients.
• Assess current state of performance through metric development and implements strategies to support client satisfaction and retention (E.g. 93% client retention rate).
• Displays good judgment, accountability, initiative, professionalism and flexibility on the job.
Desired Competencies & Values
• Proficient knowledge of online publishing practices and social media usability.
• Exceptional written and oral communication skills: you will routinely communicate with LexBlog’s clients by phone, email and, sometimes, in person. ?
• Strong working understanding of the potential of Internet and social media networking. The LexBlog team and their clients live on the Internet and rely on the Internet as a practice/business development tool for creating word-of-mouth and relationships.
• Strong organization skills and attention to detail. Timely follow-through is a must.
• Emotional maturity/intelligence and a care for team members and clients. You know how to communicate and collaborate. LexBlog distinguishes itself from larger companies by our client care. Integrity is integral to your core.
• Passion for growing and achieving more, both personally and professionally. You will be creative, innovative and enjoy solving problems.
• Proficient knowledge of online publishing practices and social media usability.
• Inspiring Coach who will empower and motivate each team member to provide world class client service.
• Proficiency with Client Relationship Management Systems (CRM)
Qualifications
• 3-5 years Customer Service Supervisory/Management experience required
• Bachelor’s Degree or equivalent experience required
• Successful track record of leading and building client/customer services teams or technical support teams.
To be considered for this opportunity or to learn more, please contact:
Chris Englin
Big Wave Recruiting
chris@bigwaverecruiting.com
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