About the Role
As our Client Experience Liaison Manager, you're the human bridge that makes everything work. You're the first voice people hear when they're taking a step toward therapy, and you're the person who makes sure they land with the right therapist for their unique needs.
This position is a key operational role responsible for managing client experiences while supporting multiple business functions. This position oversees the complete client journey from initial inquiry through onboarding, while also providing operational support including event coordination, process improvement, business development, and administrative assistance. The role requires strong relationship-building skills and operational versatility to support both client-facing and internal business needs.
Key Responsibilities
Client Engagement & Intake
Respond to client inquiries via phone, email, and online platforms
Conduct initial assessments to understand client needs and preferences
Match clients with best fit therapists based on clinical and logistical requirements
Manage lead nurturing processes to convert inquiries into active clients
Maintain detailed records of all client interactions in CRM system
Operations & Support
Collaborate with clinical staff and leadership to ensure seamless client transitions
Provide technical support and moderate virtual events
Support HR Manager with clinical hiring processes
Answer general practice calls and emails from prospective clients and referral partners
Maintain documentation for programs and services
Business Development & Process Improvement
Help the team generate new client leads through community outreach and referral development
Recommend process improvements to enhance client satisfaction and conversion rates
Plan and coordinate team engagement events
Represent the practice at community events throughout New York State
You'll do well in this role if:
You see a problem and think "how can I fix this?" instead of "someone should fix this"
You love talking on the phone and being on camera—client conversations are where you shine
You anticipate what people need before they have to ask for it
You're comfortable taking ownership of outcomes, not just completing tasks
You thrive when you can improve processes and make things work better
You're energized by connecting with people and genuinely care about their experience
You can juggle multiple priorities without losing sight of the details that matter
You want to be part of building something, not just maintaining something
Professional Qualifications
Minimum 2 years experience in customer service, sales, or client-facing roles
Proficiency in CRM software and Google Workspace
Strong interpersonal and written communication skills
Excellent organizational and time management abilities
Empathetic understanding of mental health challenges
Availability for evening and weekend hours as needed
Ability to attend events across New York State as needed
Preferred Qualifications:
Bachelor's degree in Psychology, Social Work, or related field
Healthcare or mental health industry experience
Spanish/English bilingual proficiency
Workplace Benefits
401(k) with employer match
Medical, dental, and vision insurance
Paid time off, sick time, and holidays
Professional development stipend
Team engagement events
Next Level Mental Health Counseling is a people-first practice serving clients across New York State. With 60+ diverse clinicians, we're on a mission to redefine mental health care—making therapy feel accessible, culturally aware, and genuinely human.
We show up differently. For our team, our clients, and the communities we serve. That's why we're building a team that reflects the real diversity of New York—actively welcoming people who bring their authentic selves and lived experiences to this work. Be part of something that's shifting how mental health care feels for thousands across the state.
To Apply
Please submit the following documents:
Résumé/CV
Thoughtful cover letter outlining your suitability for our role, with particular attention to your experience aligning to the core functions