Overview
A top global investigations firm is looking to appoint a Client Success Associate to join its Washington, DC or New York offices.
The Client Success Associate adds efficiency and precision to the firm’s case management process to ensure excellent client service and visibility into each case’s status. This role provides research, database, and case administration support to the firm’s Client Success and Operations teams, ensuring cases are opened, tracked, and closed accurately and on time.
The role is ideal for a detail-oriented, service-minded professional who enjoys supporting dynamic teams, maintaining data integrity, and improving operational workflows in a fast-paced environment.
Key Responsibilities
Case Administration
- Create and maintain client and case profiles in internal systems (HubSpot, SharePoint).
- Monitor ongoing cases, ensuring accurate billing, updates, and closure documentation.
- Maintain consistency and integrity of data across case records and systems.
- Identify and correct incomplete or inaccurate case information.
Conflicts, Investigative, and Research Assistance
- Conduct conflicts checks and internal database searches before engagement initiation.
- Support early-stage case scoping using research tools such as LexisNexis and Factiva.
- Conduct high-level internet research and summarize key findings.
- Identify patterns and potential risks such as litigation, reputational issues, or affiliations.
Document Preparation
- Draft and format client engagement documents and service agreements.
- Ensure all materials meet internal standards for accuracy and consistency.
Cross-Team Collaboration and Workflow Support
- Collaborate with investigators, client success managers, and other departments to ensure case progress and communication flow.
- Support internal process improvements and contribute to workflow efficiency initiatives.
Skills, Knowledge & Experience
- Experience: 1+ years of experience in research, administrative, or operational support within professional services or related industries.
- Technical Skills: Proficiency with HubSpot, SharePoint, and case tracking systems.
- Research Knowledge: Familiarity with tools such as LexisNexis, Factiva, and Boolean search logic.
- Attention to Detail: Strong ability to produce accurate, error-free documentation.
- Communication: Clear written communication, adapting template language to case-specific needs.
- Service-Minded: Professional, patient, and responsive in all client and team interactions.
- Organization: Able to manage multiple competing tasks in a deadline-driven environment.
- Education: Undergraduate degree required. Multilingual skills are a plus.
Company Benefits
- Global Impact: Work with a firm that conducts over 10,000 investigations annually in more than 130 countries, making a significant impact on a global scale.
- Expert Team: Join a team of professionals who are leaders in their field, bringing together diverse expertise across industries.
- Growth Opportunities: Be part of a dynamic environment that offers continuous learning and career advancement opportunities.
- Innovative Culture: Thrive in a culture that encourages innovation, excellence, and collaboration, ensuring that the firm stay ahead in the industry.
- Competitive Salary: $60,000 – $75,000
- Discretionary Bonus
- Flexible Time Off Policy
- Comprehensive Health Benefits: Medical, dental, and vision coverage
- Retirement Savings: 401(k) plan with employer match
- Parental Leave
- Hybrid Work Environment: Candidate must live in San Francisco, Metro DC or New York City areas.
- Life Insurance: Company-sponsored basic life and AD&D insurance
- Additional Benefits: FSAs, Transit, and Parking
