What are the responsibilities and job description for the Client Intake Manager position at Berry Law Firm?
About Us:
Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. With over 240 years of combined legal experience, our award-winning attorneys represent clients in all 50 states. We’ve won thousands of cases and secured hundreds of millions of dollars for Veterans and their families.
Position Summary:
We are seeking a strategic and service-oriented Client Intake Manager to lead and optimize the post-sales intake process for new clients. This role is responsible for overseeing the Document Collection Team, Client Experience (CX) Team, and File Opening/Decision Matrix Team, ensuring a seamless, efficient, and client-focused transition from signup to onboarding with the legal team.
The ideal candidate is a process expert with a background in lean management and a passion for delivering top-tier customer service and client experience. They must have a proven ability to streamline workflows, reduce delays, and enhance satisfaction across departments.
Key Responsibilities:
- Team Leadership & Oversight:
- Manage and mentor team members across the Document Collection, CX, and File Opening/Matrix teams.
- Coordinate staffing, performance tracking, and cross-team collaboration.
- Ensure team alignment with intake goals and client expectations
- Process Optimization:
- Apply Lean management principles to eliminate inefficiencies and speed up the intake timeline.
- Continuously audit and refine processes for document gathering, client communication, and file preparation.
- Standardize workflows to maintain consistency while allowing for flexibility based on client needs.
- Client Experience Management:
- Ensure all client interactions from post-sale through onboarding are smooth, responsive, and professional.
- Monitor communication quality and speed across all client-facing teams.
- Systems Management:
- Leverage tools such as Filevine, Lead Docket, RingCentral, and Formstack to streamline intake functions.
- Develop and maintain dashboards and reports to track progress, performance, and conversion times.
- Coordinate with IT and operations to enhance system integrations and automate intake workflows where possible.
- Collaboration & Reporting:
- Create and deliver regular performance reports and KPIs to leadership.
- Identify bottlenecks or friction points and propose timely solutions.
Requirements:
- 2 years of experience in intake, operations, or customer experience management, preferably in a legal environment.
- Demonstrated expertise in Lean management principles and process improvement.
- Strong leadership and team development skills.
- Deep understanding of client experience and customer service best practices.
- Proficiency with Filevine, Lead Docket, RingCentral, and Formstack is required.
- Excellent communication, project management, and cross-functional collaboration skills.
- Highly organized, detail-oriented, and deadline-driven.
- Ability to thrive in a fast-paced, evolving environment with multiple moving parts.
Why Join Us?
- Personalized onboarding, ongoing coaching, and mentorship
- Weekly, monthly, and annual recognition programs
- Financial incentives, bonus structures, and growth opportunities
- Award-winning culture committed to excellence and mission
- Recognized by Inc. Magazine, Law Firm 500, Department of Labor, and more
