Complex Peer Liaison
About this role
JOB SUMMARY
The Client Liaison plays a critical role in delivering an exceptional client experience by ensuring a seamless transition from the sales process through operational execution. This position serves as the central point of coordination between clients, Sales, and Operations, fostering clear communication, alignment, and accountability through the client journey. By proactively managing expectations, resolving challenges, and advocating for client needs, the Legal Services Liaison helps build long-term client relationships, supports operational excellence, and contributes to Dane Street’s commitment to delivering outstanding service.
Mission, Culture & Values
At Dane Street, we believe exceptional employee experiences create exceptional client experiences. Our culture is built on collaboration, continuous improvement, accountability, and care.
We care for our customers, we care for our employees, and we care for one another. Every team member plays an important role in creating an environment where people feel respected, supported, empowered to grow, and inspired to do meaningful work.
What You’ll Do
Cross-Departmental Facilitation
- Information Alignment: Maintain open, clear channels of communication between Sales and Operations to ensure complete alignment on client expectations, timelines, and referral handoffs, rooted in company best practices.
- Problem Resolution: Act as an internal mediator between sales promises and operational capabilities, finding solutions that protect both client satisfaction and team workflow.
Client Advocacy & Centricity
- Voice of the Client: Champion the client’s perspective in internal meetings, ensuring operational strategies and sales offerings align with the client’s actual needs and goals.
- Expectation Management: Keep clients updated on referral milestones, timeline shifts, or changes.
- Feedback Loops: Gather feedback from clients during and after key milestones, sharing actionable insights with Sales (for upsell/renewal opportunities) and Operations (for process improvements).
Process Optimization & Tracking
- System Documentation: Keep client notes, communication logs, and project status updates within referrals, client profiles, and Salesforce.
- Bottleneck Identification: Monitor handoff and delivery processes to identify recurring communication gaps and propose process improvements.
Other duties
Requirements
What Makes This Role Successful:
Success in this role means building trusted relationships with both clients and internal teams while ensuring every client transition is seamless, organized, and proactive. A successful Client Liaison communicates with clarity, anticipates challenges before they arise, and follows through on commitments to create a consistent, high-quality client experience.
What Your First 90 Days May Look Like:
Days 1–30: The Learning Phase
- Internal Immersion: Spend time embedded with both the Sales and Operations teams to understand their daily workflows, pain points, and current bottlenecks.
- Product & Process Knowledge: Master the company’s core offerings, service delivery models/best practices, and the CRM/project management tools used to track client accounts.
- Shadowing: Sit in on at least 2 sales calls and 2 operational meetings to observe how expectations are currently set and transferred.
- Goal: Understand the current referral process from date of receipt to final delivery and build internal trust with key team members.
Days 31–60: The Execution Phase
- Own the Handoff: Take over day-to-day client status inquiries and updates, ensuring all required documentation and expectations are accurately translated.
- Proactive Communication: Serve as the primary point of contact for internal alignment, catching and resolving minor miscommunications before they impact the client.
- Feedback Gathering: Conduct initial check-ins with First Time Requestors to gauge their experience and identify immediate gaps in the process.
- Goal: Drive smooth, client-centered communications independently, ensuring clients feel fully supported while protecting operational efficiency and momentum.
Days 31–60: The Execution Phase
- Own the Handoff: Take over day-to-day client status inquiries and updates, ensuring all required documentation and expectations are accurately translated.
- Proactive Communication: Serve as the primary point of contact for internal alignment, catching and resolving minor miscommunications before they impact the client.
- Feedback Gathering: Conduct initial check-ins with First Time Requestors to gauge their experience and identify immediate gaps in the process.
- Goal: Drive smooth, client-centered communications independently, ensuring clients feel fully supported while protecting operational efficiency and momentum.
EDUCATION/CREDENTIALS:
An Associate’s Degree or Bachelor’s Degree is preferred.
Must Haves:
- Experience: 2–4+ years in account management, customer success, sales operations, or client-facing project management.
- Communication: Exceptional verbal and written communication skills—able to speak the language of relationship-building as well as the language of logistics, timelines, and execution.
- Empathy & Active Listening: A genuine passion for advocating for client needs and understanding internal team dynamics.
- Conflict Resolution: Strong negotiation and de-escalation skills to filter and identify root causes to facilitate practical fixes with Operations without disrupting ongoing workflows.
- Tech Savvy: Proficiency with CRM systems, Mac, and Google Suite.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Any lifting, bending, traveling, etc. required to do the job duties listed above. Long periods of sitting and
computer work.
Why Join Dane Street?
- Collaborative remote culture
- Professional growth opportunities
- Meaningful work supporting the healthcare industry
- Comprehensive benefits
- Great Place to Work Certified since 2021
- Commitment to employee development
WORK FROM HOME TECHNICAL REQUIREMENTS:
Supply and support their own internet services.
Maintaining an uninterrupted internet connection is a requirement of all work from home position.
Equal Opportunity Statement:
At Dane Street, caring for people is at the heart of what we do. We are committed to creating an inclusive
workplace where every employee feels respected, valued, and empowered to contribute. We provide
equal employment opportunities to all applicants and employees and make employment decisions based
on qualifications, merit, business needs, and without regard to race, color, religion, sexual orientation,
gender identity or expression, national origin, age, disability, veteran status, or any other characteristic
protected by applicable federal, state, or local law.
Benefits
Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace.
ABOUT DANE STREET:
A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers’ Compensation, Disability, Auto, and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers, and Pharmacy Benefit Managers. We provide customized Independent Medical Exams and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.
Originally posted on Himalayas