Position Overview:
For recruiting purposes we have labeled this role as an "Office Manager", but this role is actually dedicated to addressing and resolving technical challenges associated with our client's case management platform, while also leading the client intake department. The successful candidate will possess experience with any type Case Management software in a legal environment, and be capable of managing a small intake team that interacts with inbound clients. This role will serve essentially as the liaison/business partner between the Case Management software support team and the firm.
Core Responsibilities:
- Act as the main point of contact for all technical matters concerning the firm's case management platform.
- Collaborate with software vendors for system maintenance, updates, and issue resolution.
- Supervise the client intake workflow to guarantee a seamless and efficient process for all potential clients.
- Lead the intake team, offering direction, training, and support to meet departmental objectives.
- Design and implement strategies to enhance intake operations and client communication.
- Work closely with attorneys, paralegals, and other team members to ensure smooth information and process flow.
- Develop and maintain best practices, protocols, and training resources for both software management and client intake procedures.
- Continuously assess and refine intake and technical support processes to boost efficiency and client satisfaction.
- Propose and integrate new technologies or methodologies to optimize operations.
Required Qualifications:
- Demonstrated experience in managing case management software (e.g., Needles, Neos, etc.) in a legal environment.
- Proven leadership experience with a strong track record of enhancing team performance and client service.
- Exceptional organizational, analytical, and problem-solving skills.
- Excellent communication skills, both verbal and written, with the ability to effectively train and mentor staff.
