About the job
Join Block LLP as a Client Relations Associate, where your role is crucial in enhancing the client experience throughout the entire case lifecycle. This in-person position focuses on maximizing client satisfaction, fostering retention, and driving referral growth to ensure that every client feels valued, supported, and confident in our services.
This role transcends traditional administrative duties; it directly influences our firm's reputation, online presence, and future case opportunities by establishing meaningful and consistent interactions with our clients.
Key Responsibilities:
- Act as the principal contact for client experience initiatives at every stage of the case process.
- Proactively engage with clients to assess satisfaction levels and address any issues before they escalate.
- Monitor client sentiment and communicate potential risks to leadership and case teams.
- Design a seamless, high-touch client journey from initial contact to case resolution.
Client Satisfaction & Exit Management:
- Conduct exit interviews and/or surveys upon case closure.
- Analyze and report on client satisfaction metrics (NPS, reviews, feedback trends).
- Identify feedback patterns and propose operational enhancements.
Reputation & Review Management:
- Strategically solicit and secure 5-star reviews on platforms like Google and Yelp.
- Assist clients through the review process to encourage participation.
- Monitor and respond appropriately to online reviews.
Referral Growth & Relationship Management:
- Develop and manage touchpoints for client referrals (follow-ups, thank-you communications, etc.).
- Implement strategies to stimulate repeat business and referrals.
- Maintain ongoing relationships with previous clients.
Client Engagement Initiatives:
- Organize outreach for birthdays, holidays, and significant milestones (cards, emails, small gifts).
- Support planning and execution of client appreciation events.
- Contribute innovative ideas to keep Block LLP top-of-mind for former clients.
Data Tracking & Reporting:
- Maintain detailed records of client interactions and feedback.
- Track KPIs related to client satisfaction, retention, and referral conversion.
- Generate monthly reports with insights and actionable recommendations.

