Director of Client Experience

Jones Networking is recruiting for a Director of Client Experience to join an established and growing Personal Injury Law Firm in Dallas, Texas. This role is dedicated to delivering an exceptional client experience from the moment a client retains the firm through the successful resolution of their case

.Our client welcomes hundreds of new clients each month and is seeking a relationship-focused professional who thrives on building trust, maintaining consistent communication, resolving concerns, and ensuring every client feels valued throughout their journey. This is not a case management or administrative role—it is a client advocacy and service excellence position designed to create lifelong ambassadors for the fir

m. The firm offers a competitive salary, excellent health benefits, generous PTO, a 401(k) plan, and additional employee per

nce:

The Director of Client Experience serves as the primary relationship manager for clients throughout their experience with the firm. This individual will proactively communicate with clients, build meaningful relationships, manage expectations, de-escalate concerns, and collaborate with internal teams to ensure an exceptional client experie

nce. Success in this role requires outstanding communication skills, emotional intelligence, empathy, and the ability to confidently handle a high volume of client interactions. The ideal candidate has a background in customer success, client relations, hospitality, healthcare, legal services, or another service-focused environment where creating positive client outcomes was the primary responsibi

• ience:
  
  Contact every new client within 24 hours of signing to introduce yourself as their dedicated client advocate throughout their experience with the
• firm.
  
  Build strong relationships through proactive communication, regular follow-ups, and consistent client engag
• ement.
  
  Serve as the primary point of contact for client questions, concerns, and service-related issues via phone, email, and
• challenging situations with empathy, professionalism, and a solutions-oriented app
• roach.
  
  Work closely with attorneys, case managers, paralegals, and support staff to ensure client concerns are addressed promptly and effect
• ively.
  
  Advocate internally on behalf of clients to improve communication and overall satisfa
• ction.
  
  Identify opportunities to enhance the client journey and recommend improvements to internal proc
• esses.
  
  Maintain detailed documentation of client interactions and follow-up activ
• ities.
  
  Encourage satisfied clients to share their experience through online reviews and refe
• rrals.
  
  Help strengthen the firm's reputation by consistently delivering an outstanding client exper

• rience:3-5+ years of experience in a client-facing role focused on customer service, customer success, account management, client relations, hospitality, healthcare, legal services, or a similar high-touch service envir
• onment.
  
  Experience with in a legal and/or healthcare environment is strongly pre
• ferred.
  
  Demonstrated success managing ongoing client relationships rather than primarily administrative or operational responsibi
• lities.
  
  Proven ability to handle difficult conversations, de-escalate concerns, and create positive outcomes for c
• lients.
  
  Exceptional interpersonal, written, and verbal communication
• skills.
  
  High emotional intelligence with a genuine passion for helping people during stressful situ
• ations.
  
  Ability to build trust quickly with individuals from diverse backg
• rounds.
  
  Highly organized with the ability to manage numerous client interactions while maintaining exceptional responsi
• veness.
  
  Strong problem-solving skills with a proactive, customer-first m
• indset.
  
  Experience using CRM systems, client communication platforms, or similar tech
• nology.
  
  Self-motivated professional who enjoys creating memorable client experiences and continuously improving service q

• erience:
  
  Competitive compensation package commensurate with exp
• erience.
  
  Comprehensive medical and dental in
• surance.
  
  Generous paid time off plus company-observed h
• olidays.
  401(k) retirement savin
• gs plan.
  
  Exceptional work-life balance with a 34-hour work week and early office closure every
• Friday.
  
  On-site fitness
• center.
  
  Collaborative, team-oriented culture focused on delivering an exceptional client exp