Wealth Counsel

WealthCounsel is the premier provider of solutions for estate planners and business lawyers. Our comprehensive offerings of automated drafting technology, legal education and practice development help attorneys elevate their practices and achieve greater success. We believe in the power of service and the strength of an elite member community to make a difference in the lives of our customers and their clients.

Summary: Every WealthCounsel employee is focused on improving the experience for our thousands of members. The Member Success Specialist may rotate between various roles in the Member Services department including new member onboarding, inbound concierge (queue) support, maintaining a relationship with each assigned member firm, and subscription renewal. This role is part of the Member Services team but works with multiple departments including Sales, Marketing, Editorial, Learning, Practice Success, Community/Events, and Finance. You will instill confidence in our members, build their trust in WealthCounsel and have a significant impact on our members' experience by using WealthCounsel solutions, tools, and resources. 

ESSENTIAL DUTIES AND RESPONSIBILITIES for a Member Success Specialist include the following. Other areas of responsibility may be assigned as needed. 

  • Own overall relationship with assigned member firms, which includes managing onboarding, training, increasing engagement, ensuring retention, and high levels of satisfaction. Gain an understanding of each members' situation as a trusted advisor to help them reach their practice goals. Work closely with internal company departments and key team members to ensure that members are utilizing the appropriate membership tools, resources, and solutions that will help them achieve their practice goals. 
  • Demonstrate relationship building with team and members. 
  • Keep accurate member data and capture case notes, document activities and manage cases in a way that is clear, concise, and actionable by other internal resources via SalesForce.com Answer live inbound calls/chats and provide timely response to incoming member calls, emails, chats, and inquiries. 
  • Work closely with internal company departments to ensure accurate and updated company information is being communicated to the Member Services Team. 

New Member Onboarding 

  • Provide a goal-oriented onboarding experience by leveraging WealthCounsel solutions, membership benefits, and support to achieve the member's 12-month practice goals. Help each member identify what they want to achieve and provide them with the guidance and resources to meet their goal. 
  • Ensure each new member recognizes the value of the subscription(s) they've signed up for and are equipped to fully implement the available resources in a clear and concise manner. Follow new member onboarding touchpoints for the first 12 months to ensure each member is engaged and utilizing resources and solutions. 

Outreach & Subscription Renewal 

  • Increase member retention by designing and conducting proactive and targeted outreach plans Analyze customer satisfaction, NPS, health score, and online activity tool data for member adoption, engagement, and satisfaction. 
  • Identify "at-risk" members and make every effort to save members who wish to terminate their subscription(s). Manage the cancellation/termination process when a subscription cannot be saved. 
  • Share legal education, drafting, practice building, and marketing solutions to members. Manage the subscription renewal process to extend the member lifecycle. 
  • Provide timely response to member calls, emails, and inquiries regarding adoption, engagement, renewal, and cancellation/termination.
  • Follow post-onboarding touchpoints to ensure each member is engaging with member benefits, utilizing resources, and implementing solutions. 

ESSENTIAL SKILLS & EXPERIENCE 

  • 3+ years in a direct customer service role, handling numerous phones and email inquiries every day 
  • Associates degree required, Bachelor's degree preferred; 
  • Paralegal and/or marketing experience with a focus on small business is a plus; A high-level performer who excels in both a team and individual environment An extremely motivated individual who is passionate about their work and helping our members achieve success 
  • Aptitude to develop a deep understanding and familiarity with WealthCounsel solutions, tools, and resources to provide training to individuals or small groups 
  • A deep desire to continuously develop skills and knowledge 
  • Excellent listening skills with the ability to ask probing questions and understand concerns Exceptional verbal and written communication skills with the ability to clearly communicate member's needs 
  • Outstanding interpersonal skills and a positive attitude 
  • Detail-oriented for data entry and process follow-through; 
  • Proficiency in Microsoft Office and Google Suite; 
  • Working knowledge of SalesForce and DocuSign required; 
  • Excellent base salary plus the opportunity for bonuses based on renewal attainment performance Occasional travel required for company events

Benefits:

We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive salary, an extensive benefits package including paid time off, medical, dental and vision benefits, 401K with matching, gym and home internet reimbursement, and future growth opportunities within the company.

Additionally, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

**Virtual Employment opportunities are open for hire in any state except Alaska, California and Hawaii.

Wealth Counsel
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