Client Care Liaison

• Administrative Director & Admin Manager (depending on location) (solid line)

• Assigned Mentor(s)
• LAS Consultants
• LAS Associates and Analysts
• Administrative Staff - Practice EA's, Engagement Staff,
• Content Editors, Project Managers

• Partner with relevant parties to develop, document, communicate and maintain processes that enhance client and participant interactions.
• Conduct intake meetings to thoroughly document participant processes and improve onboarding experiences for leadership candidates.
• Partner with relevant parties to develop and refine the strategy and plans for engagement and the client.
• Evaluate and recommend process improvements, and oversee the implementation of recommended improvements.

• Establish and maintain open lines of communication with clients, attending both remote and onsite meetings to ensure alignment with their expectations.
• Oversee the candidate experience from the initial introduction to report delivery, providing consistent clarity and support.
• Coordinate the integration of coaches and assessors, ensuring they are well-supported throughout the assessment process.
• Actively monitor participant engagement, promptly reporting progress or challenges to the Lead Consultant.
• Identify opportunities for process improvements aimed at enhancing the overall assessment and development experience.
• Ensure timely and accurate communication with candidates through various channels, including phone and email.
• Manage logistics for project-specific tasks such as event planning, venue sourcing, and material coordination.
• Join update meetings with key client stakeholders; manage the follow through on action items and new opportunities coming from the meeting and serve as a central point of contact both internally and for the client on a specific client engagement project.

• Collaborate with both internal and external stakeholders, clarifying assessment and development processes to ensure consistent, high-quality outcomes.
• Provide periodic updates on cohort progress to the Lead Consultant and clients, maintaining transparency throughout the process.
• Prepare and maintain documentation associated with project activities, ensuring adherence to audit and organizational standards.

• Establish and optimize engagement timelines by coordinating tasks and deliverables among the team and external partners to ensure all projects run smoothly.
• Serve as a single point of contact for client administrative resources, creating a seamless flow of information and feedback.
• Prepare various documentation related to client engagements, including correspondence, and presentation materials, adhering to brand standards.
• Manage project-related calendars and ensuring alignment with stakeholders' needs.

• Minimum of 3-5 years in client services, project coordination, or a comparable role, preferably within a professional services environment.
• Proven organizational and project management skills, demonstrated through successful coordination of complex projects with multiple stakeholders.
• Excellent verbal and written communication skills; proficient in Office Applications (Word, Excel, PowerPoint, Outlook) and familiarity with project management software is highly desirable.
• Strong attention to detail and ability to maintain high-quality standards in document production and communication.
• An undergraduate degree is desirable

• Remember that the Client Care Coordinator is the face of the firm and often the person most seen or heard by the client. Behaving professionally, politely and positively when in discussion with the client.
• Remember that the client is the customer, not the consultant; not losing track of the ultimate goal of the project.

• Clear Communication and Relationship Management: Establishing and maintaining strong relationships with clients and team members, particularly senior-level stakeholders, while promoting collaboration across the internal teams.
• Proactive Project Management: Leading the organization and scheduling of meetings, identifying necessary resources, and creating realistic work plans to meet project objectives. This includes managing logistics for both client-facing leadership programs and external coaches.
• Client and Participant Management: Delivering exceptional service throughout the assessment and development processes, utilizing technology to streamline project execution and enhance participant experiences.
• Optimistic Leadership: Maintaining a positive outlook during challenges, facilitating problem-solving among colleagues, and demonstrating effective communication that fosters team cooperation and constructive feedback.

• Ethical Practices and Accountability: Demonstrating sound professional conduct aligned with the Firm's Code of Ethics, taking responsibility for delivering exceptional results, and holding oneself and others accountable to performance standards.
• Continuous Improvement: Exhibiting curiosity and a desire to remain current with industry knowledge, Firm policies, and best practices. Actively encouraging team innovation and sharing knowledge while engaging in ongoing process enhancements.
• Thorough Review and Quality Control: Ensuring that client deliverables are meticulously reviewed and edited, maintaining high standards in all outputs.
• Oversight of Coaches: Managing the recruitment and performance of external coaches, ensuring high standards in service delivery and effective management of work products and billing processes.
• Embracing Learning Opportunities: Actively seeking training sessions and guidance from peers and corporate trainers to enhance skills and implementing newfound knowledge in daily tasks for greater efficiency.
• Sharing Best Practices: Communicating the benefits of improved efficiencies within the team through informal sharing and structured learning opportunities.
• Performance Management Participation: Engaging in the Firm's performance management processes by providing constructive feedback to colleagues and reflecting on personal performance.
• Professionalism and Judgment: Maintaining maturity and sound judgment, addressing issues objectively and remaining impartial.

• Client Orientation: A deep commitment to exceeding client expectations and providing exceptional service.
• Proactive Approach: Anticipate potential issues and address them proactively to ensure smooth service delivery.
• Strong Judgment: Ability to make informed decisions and navigate challenges independently when necessary.
• Attention to Detail: A steadfast commitment to accuracy and professionalism in all outputs.
• Adaptability: Ability to thrive in a dynamic, fast-paced environment while maintaining composure under pressure.

• Retirement savings plan with discretionary profit sharing contribution and employer match;
• PTO (minimum 15 days per year, increases with tenure), paid sick time (10 days per year), company holidays (12 days per year), and paid leaves of absence when applicable;
• Comprehensive health benefits, including medical, dental, and vision insurance, and healthcare flexible spending account;
• Life Insurance, and short-term and long-term disability insurance;
• Wellness benefits, including an employee assistance program, virtual mental health program, and mindfulness program; and
• Voluntary benefit options, including supplemental life insurance, identity theft protection, and whole life insurance with long-term care and critical illness coverage.

PI263467301