New Client Acquisition Specialist

Job description

CLIENT ACQUISITION SPECIALIST 100% Remote | International Position | U.S. Eastern Time Hours This description is long, it is intentionally done so to make sure there is complete clarity in the role. About the Position We are a growing U.S.-based immigration law firm seeking an experienced Client Acquisition Specialist to take ownership of our front-end client acquisition process — from the moment a potential client contacts our firm through consultation, retention, and successful transition to our Case Management Team. This is a sales-focused, results-driven position for someone who understands lead management, sales conversion, CRM management, KPIs, follow-up, and accountability. The Client Acquisition Specialist will work closely with our Reception and Sales Teams to ensure leads are being handled properly, consultations are being scheduled and followed up on, opportunities are not being lost, and monthly client acquisition goals are being achieved. This person should not simply report numbers. We are looking for someone who can identify problems, understand why they are happening, and help implement solutions. Strong sales experience is REQUIRED. Immigration law experience is preferred but not required. We are willing to train an experienced sales professional on immigration services and our firm's processes. KEY RESPONSIBILITIES 1. Lead Management & Pipeline Oversight You will help oversee the firm's lead pipeline from initial inquiry through retention. Responsibilities include: Monitor all incoming leads and ensure they are properly entered into the CRM. Ensure new leads are contacted promptly. Monitor speed-to-lead and response times. Ensure leads are properly assigned to the appropriate team member. Identify leads that have not been contacted or followed up with. Monitor follow-up activity and overdue tasks. Identify stale leads and opportunities sitting in the pipeline. Ensure lead statuses and pipeline stages are accurate. Monitor lead quality and conversion by source. Identify bottlenecks within the sales pipeline. Help ensure that no qualified lead falls through the cracks. 2. Sales & Client Acquisition Monitor Sales Team performance and conversion results. Track individual and overall sales performance. Review sales calls, follow-ups, and outcomes. Identify why prospective clients are not converting. Help improve sales scripts, follow-up strategies, and processes. Monitor whether appropriate follow-up is actually being completed. Identify high-value or unconverted opportunities requiring additional attention. Help the team improve closing and conversion rates. Assist with training and improving sales performance. Help maintain accountability for monthly sales goals and KPIs. Work toward increasing the firm's overall number of retained clients and revenue. 3. Consultation Management The Client Acquisition Specialist will monitor the entire consultation pipeline. This includes: Consultations scheduled Consultations completed Cancellations Rescheduled consultations No-shows Consultation attendance/show rate Consultation outcomes Post-consultation follow-up Consultation-to-client conversion You will be responsible for identifying issues such as: Consultations being scheduled incorrectly. Incorrect team member or attorney being assigned. Missing consultation information. Prospective clients not receiving confirmations. No-shows not being contacted. Canceled consultations not being rescheduled. Consultation outcomes not being properly entered into the CRM. Prospective clients not receiving timely follow-up after consultations. The goal is to improve both consultation attendance and consultation-to-client conversion. 3. Reception & Sales KPI Tracking A major part of this position is monitoring the performance of both our Reception and Sales Teams. KPIs may include: Total incoming leads Speed to lead Leads contacted Contact rate Qualified lead rate Consultations scheduled Consultation show rate Cancellation rate No-show rate Follow-up completion Consultation-to-client conversion Number of clients retained Revenue generated Sales performance by team member Reception lead-handling performance Missed calls Unreturned inquiries Lead source performance You should be comfortable reviewing these numbers regularly and identifying why performance has increased or decreased. We do not want someone who simply tells us: "Conversion was 18% this month." We want someone who asks: Why was it 18%? What happened to the other leads? Where are we losing them? What can we change to improve it? 4. ROI & Marketing Performance You will also assist management with understanding the financial performance of our lead-generation efforts. Responsibilities include: Track leads by marketing source. Track qualified leads by source. Track consultations by source. Track retained clients by source. Track revenue generated by source. Monitor conversion rates by marketing channel. Assist with calculating and monitoring Return on Investment (ROI) . Identify sources producing high-quality leads. Identify sources producing poor-quality or low-converting leads. Help determine which marketing channels are actually producing paying clients. Identify discrepancies in lead-source attribution. Prepare clear performance reports for ownership. 5. SALES OPERATIONS & ADMINISTRATIVE OVERSIGHT The Client Acquisition Specialist will also be responsible for identifying and helping correct administrative problems that may result in lost leads, lost consultations, poor client experiences, inaccurate reporting, or lost revenue. CRM / Lawmatics Administration Our firm uses Lawmatics as its CRM. You will: Monitor Lawmatics daily. Ensure leads are entered correctly. Ensure leads are assigned correctly. Monitor duplicate leads. Ensure lead sources are accurately recorded. Ensure notes and communications are properly documented. Monitor incomplete and overdue tasks. Identify leads sitting in incorrect pipeline stages. Identify stale or untouched leads. Ensure consultation outcomes are entered. Ensure retained clients are properly identified. Conduct regular pipeline audits. Identify inconsistencies between CRM data and actual team activity. Ensure the Reception and Sales Teams consistently follow CRM procedures. Prior Lawmatics experience is strongly preferred; however, experience with another established CRM is acceptable. 6. Lead Assignment & Follow-Up Administration You will monitor for problems including: Leads not being assigned. Leads being assigned to the wrong person. Leads not being reassigned when someone is unavailable. Uneven or inappropriate distribution of leads. Leads receiving delayed responses. Follow-up tasks being ignored. Prospective clients going days without contact. High-value opportunities being forgotten. 7. Reception Oversight Because Reception is the first point of contact for many potential clients, you will monitor front-end performance including: Missed calls. Abandoned calls. Unreturned voicemails. Web leads not being contacted. Social media/marketing leads not being contacted. Incorrect lead qualification. Incomplete call notes. Poor lead handoffs. Incorrect consultation scheduling. Delayed responses to potential clients. Leads being lost between Reception and Sales. 8. Retainer & Payment Follow-Up You will monitor prospective clients who have indicated that they intend to hire the firm. This includes identifying: Retainers that have not been sent. Retainers that have been sent but not signed. Clients who have signed but have not made their initial payment. Payment links that have not been sent. Prospective clients who agreed to retain but were not followed up with. Potential clients who require additional follow-up before making a decision. 9. Sales-to-Case Management Transition This position does not manage immigration cases. Instead, you will help ensure that once a client retains the firm, there is a smooth transition from Sales → Case Management. Responsibilities include: Confirm that newly retained clients are properly entered into the firm's systems. Ensure Case Management is notified of newly retained clients. Ensure important sales notes and information are transferred. Confirm the client's retained services are accurately documented. Identify delays in client onboarding. Identify communication gaps between Sales and Case Management. Help prevent confusion regarding what services the client retained the firm to perform. Your responsibility is to ensure the client is successfully handed off — the Case Management Team then takes responsibility for the immigration matter. 10. Microsoft 365 & Technology Our firm operates in a fully remote environment and uses Microsoft 365 extensively. Candidates should be comfortable using: Microsoft Outlook Microsoft Teams Microsoft Excel Microsoft Word Shared calendars Shared documents and files Virtual meetings and remote collaboration tools Excel or similar spreadsheet experience is particularly helpful for KPI tracking, sales reporting, ROI analysis, and performance reporting. Candidates must also be comfortable learning additional technology, automations, and reporting systems. REQUIRED QUALIFICATIONS Strong sales experience — REQUIRED Experience in sales, client acquisition, business development, closing, or another results-driven sales environment. Experience working with leads and sales pipelines. CRM experience. Experience tracking sales KPIs and conversion rates. Ability to understand and analyze sales numbers. Strong follow-up skills. Strong organizational skills. Ability to identify problems rather than simply report them. Comfortable holding others accountable for follow-up and assigned metrics. Excellent spoken and written English. Strong communication and interpersonal skills. Comfortable using Microsoft 365. Highly organized and detail-oriented. Ability to work independently. Comfortable working in a fast-paced remote environment. Comfortable being measured against KPIs, conversion targets, and revenue goals. SCHEDULE & LOCATION This is a 100% remote international position. Applicants may be located outside the United States. However, you must be available to work full-time during U.S. Eastern Time (ET) business hours. Candidates located in Mexico, Latin America, the Caribbean, and other international locations that can consistently accommodate U.S. Eastern Time working hours are encouraged to apply. COMPENSATION First 90 Days - Probation/Training $1,200 USD per month This will be the compensation during the initial 90-day probationary period. After Successful Completion of Probation $1,500 - $2,000 USD per month depending on skill. Additional Performance-Based Compensation There will also be an opportunity to earn additional compensation based on the team's achievement of monthly KPIs and performance targets. Your earning potential can therefore increase as the team consistently meets or exceeds its client acquisition and performance goals. WHO WE ARE LOOKING FOR - NOT NEGOTIABLE We are looking for someone who naturally asks questions like: Why aren't these leads converting? Why did our consultation show rate decrease? Why are leads sitting untouched in Lawmatics? Are new leads being contacted quickly enough? Why is one salesperson converting significantly better than another? Are no-shows actually being followed up with? Are Reception's missed calls being returned? How many prospective clients said they were going to hire us but never completed payment? Which marketing sources are actually producing paying clients? Are our CRM numbers accurate? Where are we losing potential clients? What needs to change to improve the numbers? If you enjoy sales, numbers, accountability, problem-solving, and finding opportunities that others have missed, this may be the right position for you.