Legal Staff Marketing in Philadelphia, PA

Law Firm

Philadelphia, PA

Legal Staff Marketing in Philadelphia, PA

Legal Staff

Min 7 yrs required

No

Job Title: Manager, Client Development - Voice of the Client

Job Responsibilities:
- Leadership:
- Lead the design and expansion of the Voice of the Client Program, ensuring thorough coverage across all client touchpoints.
- Collaborate with senior executives and cross-functional teams to align data analytics with business objectives.
- Present insights to senior leadership to influence key strategic decisions.
- Develop strategic plans, define goals, identify target segments, and collaborate across functions.
- Establish governance structures to ensure timely and effective organizational responses to feedback.
- Promote program adoption within a global partnership model.
- Adapt quickly to changing market conditions, technologies, and customer preferences.

- Program Management:
- Develop and implement a client experience and feedback measurement framework, including KPIs, dashboards, and performance metrics to drive decision-making and operational efficiencies.
- Analyze and synthesize data to produce predictive and retrospective insights, supporting business strategies and decision-making with appropriate statistical rigor.
- Utilize technology to gather and synthesize data across various channels: online, live conversations, operational data, and surveys.
- Present data and insights in a visually appealing and easily understandable format.
- Identify, evaluate, and acquire relevant data sources, ensuring data quality and security.
- Support the Director of Client Experience in evolving the VoC methodology, tools, and processes.

- VoC Insights & Execution:
- Foster a deep understanding of client needs, pain points, and value drivers to drive empathetic and client-centric decision-making.
- Use client journey maps to ensure the VoC program targets critical pain points, opportunities, and areas for improvement.
- Design and conduct research studies and surveys to gather insights on client preferences, behaviors, and satisfaction levels.
- Leverage data and behavioral analytics to improve service offerings and product innovation.
- Collaborate with technology teams to deploy a scaled client experience technology platform, focusing on business use cases, requirements gathering and rationalization, process optimization, change management, and technology adoption.
- Find integration points with the firm's internal Voice of Goodwin program to generate enhanced insights and share best practices.
- Collaborate with Client Development, Marketing, Business, Technology, and other Operational teams to optimize client experiences and address internal processes.

- Additional Responsibilities:
- Manage ongoing configuration of the (Qualtrics) client experience technology platform to meet the firm's requirements.
- Oversee and administer the distribution of client surveys, monitor and manage target client contacts, and track communications to maximize response rates.
- Serve as the primary administrator and expert of Qualtrics XM Platform.
- Troubleshoot and resolve any Qualtrics-related issues, working directly with Qualtrics support as needed.
- Manage user access, permissions, and data governance within the Qualtrics Platform.
- Perform other duties and responsibilities as assigned.

Education and Experience Information:
- .
- 7+ years of experience in client insights, customer experience, or a related field, preferably in a professional service or B2B environment.
- Proven, hands-on experience with Qualtrics XM Platform is essential, including advanced survey logic, workflows, and text analytics.
- A client advocate who is energized by uncovering insights that drive meaningful change.
- A collaborative team player who can work across departments to amplify the voice of the client.
- A strategic thinker who can balance short-term execution with long-term vision.
- Strong analytical skills with experience in client experience tools (., Qualtrics, Medallia), data visualization (., Power BI, Tableau), and Excel.
- Excellent communication skills with the ability to translate data into compelling narratives.
- Proven ability to manage multiple projects and stakeholders in a matrixed organization.
- Detail-oriented, proactive, and committed to continuous improvement.
- Minimum 3 days per week in the office.
- Travel as required for client meetings, industry events, and cross-office collaboration.

Salary Information:
The target salary range for this position varies by location and is commensurate with relevant experience: $125,,