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Lexicon · 20 hours ago

Director - Client Acquisition and Client Care

Town and Country, MO

Full-time

Onsite

Director/Executive

10+ years exp

Lexicon Services is seeking a strategic leader for the role of Director - Client Acquisition and Client Care. This position is responsible for driving new client intake and fostering long-term relationships, overseeing the client engagement lifecycle, and collaborating with cross-functional teams to enhance client acquisition and service quality.

BillingCMSEnterprise Resource Planning (ERP)LegalSaaSSoftware

Responsibilities

Design and execute comprehensive client acquisition and care strategies that align with the firm’s overall goals and growth objectives

Provide hands-on mentorship to intake specialists and client care teams, fostering a high-performance culture grounded in accountability, continuous improvement, and exceptional client service

Direct and optimize the new client engagement process, ensuring precise and thorough data collection and a seamless transition to the appropriate legal teams

Lead, drive and streamline the company's interaction with new and potential clients via phone, chat and digital tools to ensure efficient operations, high customer satisfaction, and achievement of business goals

Help drive growth in consultations through proactive outreach, follow-up, and intake coordination

Monitor key performance indicators around channel effectiveness, call abandonment and conversion rates to optimize and enhance key processes

Serve as a key resource for the team and escalation point for complex client issues and complaints

Support the team in monitoring client feedback and surveys, analyze trends, and implement improvements

Enable the team to collaborate with attorney leadership to resolve service concerns promptly

Manage and optimize advanced phone system capabilities, including IVRs, intelligent call routing, call tracking, call recording, voicemail, and analytics

Support modern telephony features such as texting/SMS, caller ID management, local presence, call attribution, and number provisioning

Ensure telephony platforms integrate seamlessly with CRM, intake, and marketing systems

Own telephony and centralized contact reporting, including call volume, routing, conversion, abandonment, and performance metrics

Partner with marketing and analytics teams to connect call data to lead sources, campaigns, and downstream outcomes

Help define KPIs and dashboards that support operational performance and business growth

Collaborate on marketing technology initiatives involving chat, SMS, call scheduling, and other digital intake tools

Support automation across the client journey, including trigger-based communications, follow-ups, and workflow integrations

Ensure consistent data flow across telephony, chat, forms, and scheduling platforms

Implement standardized procedures and reporting frameworks for client intake and care teams, driving greater efficiency and consistency across all operations

Identify opportunities to streamline workflows, reduce manual effort, and improve client experience through technology

Stay current on emerging contact center and communications technologies and recommend improvements as appropriate

Foster strong partnerships with Marketing and Human Resources to advance client acquisition strategies and support the professional development of team members

Actively engage with IT and Data Science teams to enhance analytics and case management systems and streamline client communication tools and processes, ensuring optimal efficiency and improved client experiences

Qualification

Client acquisition strategiesTelephony technologyCRM proficiencyData reportingMarketing technologyLeadership skillsProblem-solvingCommunicationCollaboration

Required

High school diploma or general education degree (GED)

10+ years of experience in client acquisition, call center management, client experience in the legal or professional services industry

This position must be highly organized while working on multiple projects simultaneously, with strong leadership, communication and problem-solving skills

Must be able to motivate, coach, develop and build trust with team

This position requires experience and technical proficiency in Telephony monitoring, CRM, AI, business intelligence and legal services case management tools

Preferred

Associates degree or Bachelor's degree in related field preferred

Benefits

Industry-Leading Health Coverage: Access to top-tier health, dental, and vision insurance plans, ensuring you and your family stay healthy and protected.

Financial Security: Enjoy peace of mind with life insurance, as well as both short-term and long-term disability coverage.

An Investment in Your Future: Our competitive 401(k) plan with company match, helps you plan ahead, with opportunities to build and grow your retirement savings.

Flexible Spending Options: Take advantage of flexible spending accounts (FSA/HSA) to cover out-of-pocket medical, dental, and childcare expenses with pre-tax dollars.

And So Much More: From wellness programs to additional perks, we go above and beyond to create a workplace that values and supports you every step of the way.