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Client Acquisition Manager

Client Acquisition Manager, Marasco & Nesselbush, LLP – Rhode Island

Marasco & Nesselbush — a growing Rhode Island law firm dedicated to providing extraordinary legal care — is seeking a Client Acquisition Manager to lead our Client Acquisition (Intake) team. This leadership role shapes the first impression of our firm and plays a key role in our ongoing commitment to treating every client with dignity, compassion, and exceptional service.

What You’ll Be Doing

Leadership, Coaching & Team Development

Lead, motivate, and mentor a large team of hourly Client Acquisition professionals, including remote team members.
Build a positive, team-oriented culture rooted in empathy, accountability, and extraordinary client service.
Provide ongoing coaching, call reviews, development plans, and feedback to strengthen performance and service quality.
Recruit, train, and develop intake staff to support team growth and operational continuity.
Conduct weekly forecasting, one-on-one performance meetings, and quarterly progress reviews with each representative.
Partner with the Leadership Team to define intake strategy, staffing needs, and long-term service goals.
Lead department-specific operational projects that advance efficiency, client experience, and service excellence.

Client Acquisition & Service Excellence

Oversee all activities related to nurturing new inbound leads and converting qualified leads into new clients for the firm.
Ensure every caller receives professional, compassionate, and timely service that reflects our firm’s values.
Monitor and elevate the quality of conversations, documentation, and client interactions.

Operations, Workflow & Process Improvement

Manage the day-to-day workflow of calls, leads, follow-ups, chats, texts, and emails.
Maintain consistency in scripts, qualification criteria, follow-up procedures, and compliance practices.
Implement technology upgrades, process improvements, and efficiency enhancements to support a high-performing intake operation.
Collaborate with other departments to ensure a smooth and effective new client onboarding experience.

Performance Management & KPI Oversight

Set, monitor, and report on daily, weekly, and monthly KPIs including:
speed to answer
lead response time
contact rate
qualified conversions
QA scores
productivity and service-level adherence
Use data to drive performance, staffing decisions, and process adjustments.
Manage all phases of client acquisition, investigate and resolve any areas of bottle necks, and oversee performance standards for the team.

What You Bring

BA/BS in Business or related field preferred.
5+ years of successful sales, contact center, or client service team management, preferably supervising 10+ staff.
Proven success meeting or exceeding goals in a service-based or professional services environment.
Strong leadership and communication skills with demonstrated success motivating hourly teams.
Deep understanding of CRM systems, intake workflows, and sales/service best practices.
Highly customer-focused with the ability to anticipate client needs and respond with urgency, care, and professionalism.
Results-oriented with strong analytical skills and experience managing metrics, pipelines, and forecasting.
Experience with sales enablement or workflow technology.
High emotional intelligence with a demonstrated commitment to a client-first approach.
Law firm or professional services experience is strongly preferred.
A collaborative, team-oriented mindset aligned with the values of Marasco & Nesselbush.

Why Marasco & Nesselbush?

For more than 25 years, Marasco & Nesselbush has been committed to providing extraordinary legal care to clients who have suffered life-altering injuries. Hard work, honesty, intelligence, compassion, and integrity are the hallmarks of our firm. We strive for nothing short of extraordinary results — and we treat every client with dignity, respect, kindness, and unwavering advocacy.

You will be joining a team that values: