02. Client Success for Law Firm | Fully Remote

Role Purpose
The Director of Onboarding delivers a high-touch, strategic client experience during the first four weeks of the Stafi journey. This role ensures clients, their representatives, and all stakeholders understand, commit to, and successfully complete the onboarding process, laying the foundation for long-term satisfaction, retention, and growth.

Key Responsibilities

• Communicate and reinforce the importance of completing the onboarding process to clients and all relevant stakeholders.
  
  
• Educate clients on how onboarding supports their success and the success of their representatives.
  
  
• Ensure representative performance is monitored throughout onboarding, opening and documenting escalations in the Legal Delegation Hub (LDH) when issues arise.
  
  
• Collaborate with internal teams (Coaches, HR, Talent Development and CS)  to determine and implement necessary actions such as additional training, Performance Improvement Plans (PIPs), or replacements.
  
  
• Drive client retention by enhancing onboarding processes, engagement strategies, and delegation skills.
  
  
• Act as the primary point of contact for onboarding clients, ensuring satisfaction with their assigned representatives and seamless handoff to VP of CS.
  
  
• Ensure clients are using the Legal Delegation Hub and see value on it 
• Help clients master the Legal Delegation Hub to optimize communication, tracking, and success metrics.
  
  
• Maintain consistent engagement and communication with clients to build strong relationships and reduce churn.
  
  
• Collaborate cross-functionally to improve processes, monitor key performance metrics, and identify opportunities for improvement.
• In the case of a replacement needed during the New Client Onboarding phase, the Director of CS will be handling all the steps necessary for a replacement, including conducting interviews and closing on them.
• Work with CS Operations to present the best candidates for replacements and ensure interviews are conducted on a timely matter. 
• Present a high sense of urgency in any tasks performed. 
• Ensure all escalations are properly opened in the LDH and that all escalations opened by others under your name are taken care of in a timely manner. 
• Act on critical/ Urgent/High priority Escalations on the same day they are opened. 

Core Values Alignment
All duties must be performed in alignment with Stafi’s core values: be reliable, work hard, have fun, care, be passionate, have initiative, collaborate, and be loyal.

• Bachelor's degree in business management, Law, or a related field is a plus
• Hands-on experience working with US based law firms
• Minimum of five years of corporate or executive leadership experience
• Practical, hands-on experience with the startup, BPO's, preferably in the legal industry
• Proven experience in starting, managing, and growing a small business, ideally within a professional services industry
• Demonstrated ability to mentor and guide individuals to achieve challenging objectives
• Experience in systemizing business processes
• Strong leadership and interpersonal skills, with the ability to build and maintain relationships with clients
• Excellent communication skills, both verbal and written, with a commitment to timely and professional correspondence
• Knowledge of industry trends and best practices to effectively support client needs