Client Relations Manager

•Client Development The Colwell Law Group Syracuse, NY Job Details Full-time $55,000

•$60,000 a year 8 hours ago Benefits Health savings account Health insurance Dental insurance Paid time off Parental leave Vision insurance 401(k) matching Professional development assistance Flexible schedule Life insurance Qualifications Customer follow-ups Objection handling (sales technique) Teamwork Customer relationship building Email customer support Active listening Texting/chatbox tools Phone communication Interviewing clients Sales needs analysis Client rapport building In-person customer service Opportunity Management Lead Conversion Direct sales business model Attention to detail Law office experience Time-based sales targets CRM system proficiency Empathy Legal client intake Sales follow-up Full Job Description Client Relation Manager

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Client Development Family & Matrimonial Law Locations:

Syracuse or Rochester, New York Job Type:

Full-Time Work Location:

100%

In Person Schedule:

Monday-Friday; occasional weekends on a rotating basis.

Compensation:

$55,000

•60,000 base salary, plus performance-based incentive opportunities About The Colwell Law Group The Colwell Law Group is a premier Family and Matrimonial Law firm serving clients throughout Upstate New York. For more than 20 years, we have helped individuals and families navigate difficult life transitions with compassion, professionalism, and exceptional service. Our mission is to create Fearlessly Evolved Families by helping clients move forward with confidence, clarity, and support. Position Overview At The Colwell Law Group, we believe the first conversation can change someone's life. The Client Relation Manager

•Client Development is a sales professional who owns the prospective client relationship from the moment a lead enters the firm through the prospective client's attendance at a scheduled consultation. The Client Relation Manager is responsible for making immediate contact, understanding the prospective client's circumstances, qualifying the opportunity—including the prospective client's ability and readiness to pay—communicating the value of The Colwell Law Group, building trust and connection, and creating enough commitment for the prospective client to schedule and attend a consultation. The Client Development function owns the following stages of the prospective client journey: Lead → Contact → Qualified → Consultation Scheduled → Consultation Shows Success requires the heart of a counselor combined with the discipline, confidence, persistence, and accountability of a high-performing sales professional. Key Responsibilities Respond immediately and professionally to new prospective client inquiries by phone, text, email, and other approved communication channels. Establish trust, rapport, and meaningful connection from the first interaction. Conduct thoughtful discovery conversations to understand the prospective client's circumstances, needs, concerns, urgency, and goals. Qualify prospective clients based on the firm's established criteria, including legal-service needs, readiness to move forward, and ability to pay. Clearly communicate the value of The Colwell Law Group, its attorneys, its services, and the consultation process. Guide qualified prospective clients toward scheduling a consultation. Create commitment to the consultation by helping prospective clients understand its value and the importance of taking the next step. Maintain consistent and proactive follow-up with prospective clients who are not reached during the initial contact or who are not yet ready to schedule. Confirm upcoming consultations and address barriers that could prevent a prospective client from attending. Proactively reschedule cancellations and follow up with prospective clients who do not attend their scheduled consultations. Take ownership of consultation scheduling and show-rate performance. Maintain complete, accurate, and current prospective client records in Lawmatics, including all required contact information, qualification and disqualification information, stages and sub statuses, contact attempts and outcomes, appointments, cancellations, no-shows, reschedules, follow-up activity, and other required information. Update Lawmatics contemporaneously as activity occurs, complete all required administrative tasks within established timeframes, and ensure the prospective client record is complete and accurate before handoff to Client Acquisition. Meet or exceed the Key Performance Indicators (KPIs) and performance expectations established for the Client Relation Manager

•Client Development position. Collaborate with Client Relation Managers working in Client Acquisition to ensure a professional and seamless transition at the consultation stage. Deliver a compassionate, professional, and first-class experience during every prospective client interaction. Participate actively in sales coaching, call review, training, role-play, performance feedback, and professional development. Develop the skills necessary to support other stages of the sales process as business needs and individual capabilities evolve. Clearly distinguish sales and administrative guidance from legal advice and promptly involve an attorney when a prospective client requires legal analysis or advice. Perform other duties as assigned. Key Performance Indicators (KPIs) & Performance Expectations Performance in the Client Relation Manager

•Client Development position will be measured through both quantitative results and qualitative performance. Meeting numerical targets does not replace the expectation that prospective clients are properly qualified, appropriately served, and accurately documented. 1. Speed-to-Lead Respond to and initiate contact with new leads within the Firm's established speed-to-lead standard. Performance will include the timeliness of the initial response and appropriate continued contact efforts when the prospective client is not immediately reached. 2. Lead Qualification Accurately qualify prospective clients in accordance with Firm-established criteria, including: Practice area/subject matter Jurisdiction Appropriate financial qualification Accurate identification and documentation of disqualified leads and the reason for disqualification 3. Appointment-Set Rate

•88% Maintain a minimum 88% appointment-set rate for qualified leads. 4. Show Rate

•92% Maintain a minimum 92% show rate for scheduled consultations. The Client Development CRM owns the prospective client relationship through attendance at the consultation, including appropriate confirmation, communication, follow-up, rescheduling efforts, and no-show follow-up. 5. Pre-Consultation Completion Ensure all required intake forms, welcome materials, instructions, and other pre-consultation requirements are delivered and completed timely so the prospective client is appropriately prepared for the consultation and the Client Acquisition CRM receives a complete and accurate handoff. 6. Lawmatics & Administrative Accuracy and Timeliness Complete all required administrative responsibilities accurately, completely, and timely, and maintain Lawmatics as a current and accurate record throughout the Client Development process.

This includes:

Maintaining complete and accurate prospective client and contact information. Accurately documenting qualification and disqualification information, including the appropriate reason for disqualification. Maintaining the correct stage and substatus. Documenting required contact attempts and outcomes. Accurately documenting appointments, cancellations, no-shows, reschedules, and other required activity. Completing all required fields and assigned tasks. Updating Lawmatics contemporaneously as activity occurs. Completing required follow-up within established timeframes. Ensuring the record is complete and accurate before handoff to Client Acquisition. Promptly correcting errors or incomplete information when identified. Required Qualifications Three or more years of direct sales experience involving prospective client or customer conversations, qualification, objection handling, relationship development, and measurable performance expectations. Demonstrated ability to meet or exceed sales goals, conversion targets, quotas, or other defined performance metrics. Proven ability to build trust quickly while guiding prospective clients toward a clear next step. Strong verbal communication, active listening, discovery, and relationship-building skills. High emotional intelligence, empathy, discretion, and professionalism. Confidence discussing financial readiness and ability to pay in a respectful and professional manner. Strong organization, follow-through, persistence, and attention to detail. Ability to manage a high volume of leads and maintain consistent follow-up without allowing opportunities to lapse. Comfort using CRM software, phone systems, email, text messaging, and other business technology. Ability to receive coaching, apply feedback, and remain accountable for individual performance. Ability to work full-time and in person at the Syracuse or Rochester office. Preferred Qualifications Sales experience within legal services, healthcare, senior care, behavioral health, admissions, professional services, or another high-trust and emotionally sensitive environment. Experience managing warm inbound leads through a structured sales process. Experience working with prospective clients who are navigating urgent, personal, financial, or emotionally difficult circumstances. Familiarity with family law, matrimonial law, legal services, or professional-service sales. Experience working within a performance-driven sales team using defined KPIs, call coaching, and CRM reporting. Legal-services, healthcare, admissions, customer-service, or other client-facing experience is valuable; however, it does not replace the required direct sales experience. Who Will Thrive Here You may be a strong fit if you are: Relationship-driven and able to create trust and connection quickly. Compassionate while remaining confident and purposeful in sales conversations. Comfortable asking direct discovery and financial qualification questions. Motivated by measurable goals and personal accountability. Persistent and proactive without becoming transactional or overly aggressive. Able to balance empathy with the responsibility to move prospective clients forward. Organized, dependable, and committed to completing follow-up. Coachable and willing to adjust your approach based on feedback and performance data. Comfortable working in a fast-paced, high-performance environment. Motivated by helping people take meaningful action during difficult life circumstances. Sales Department Flexibility Client Relation Manager is the core position throughout The Colwell Law Group's Sales Department. Client Development and Client Acquisition represent different functions within the prospective client sales process. Client Relation Managers may be cross-trained in other CRM functions based on individual skills, professional development, performance, and the needs of the firm. Why The Colwell Law Group? Competitive base salary and performance-based incentive opportunities. Professional sales coaching and ongoing training. Career advancement and leadership-development opportunities. Opportunities to develop skills across multiple stages of the sales process. A collaborative, accountable, and high-performance culture. Leadership committed to employee development and success. Meaningful work that directly impacts individuals and families. Be the Standard At The Colwell Law Group, excellence is built through accountability, courage, continuous improvement, and a commitment to serving our clients with compassion and integrity. We are looking for professionals who want to grow, be challenged, achieve measurable results, and contribute to a team committed to setting the standard in Family and Matrimonial Law. Equal Opportunity Employer The Colwell Law Group, LLC is an Equal Opportunity Employer and provides equal employment opportunities to all qualified applicants and employees without regard to any characteristic protected by applicable federal, state, or local law.

Pay:

$55,000.00

•$60,000.00 per year

Benefits:

401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Vision insurance

Work Location:

In person