Complex Peer Liaison

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.

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: D