A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.  Applications will not be considered without a cover letter.

This multi-faceted role combines front-line customer support and sales with behind-the-scenes analytical reporting, customer communications development, and administrative support. 

This position provides exceptional customer service across multiple channels (i.e., phone, email) while maintaining accurate customer records in our CRM system. It supports data-driven marketing and sales initiatives by generating and analyzing reports, tracking performance metrics, and identifying trends. Excellent writing abilities are essential for crafting clear, accurate customer communications and marketing content. 

This hybrid position allows remote work several days a week with required on-site work in Ann Arbor, Michigan, a minimum of two days a week, plus occasional travel throughout southern lower Michigan.

We are the leading provider of how-to solutions that harness the wisdom of Michigan's leading legal practitioners. ICLE boasts a vast network of leading legal practitioners who contribute to the creation of our content and/or serve in an overall advisory capacity. ICLE's contributors hail from across Michigan and the country. They represent the perspective of both small and large firms and of lawyers in every stage of their career. They are experts in their field and provide ICLE's content with the practical, how-to focus that comes from doing the work every day.

Reporting, Data Analysis, and Administrative Support (40%)

Generate and compile reports regarding marketing and sales campaigns and customer retention, engagement, trends, and demographics

Track progress against department goals

Analyze results, provide basic written summaries, and identify opportunities for improvement 

Coordinate logistics for marketing, sales, and customer research initiatives 

Maintain well-organized digital libraries of reports and marketing assets 

Provide general administrative support to the department 

Customer Support (30%) 

Provide timely and professional customer support across phone, email, and other channels

Handle sales transactions and maintain customer records in our CRM system

Respond to product inquiries and direct complex questions to appropriate staff 

Document and resolve customer issues 

Continually build knowledge of ICLE's products, services, and customers

Work collaboratively with ICLE staff to facilitate a seamless customer experience

Support on-site customer experience and marketing efforts at ICLE events and trainings

Customer and Marketing Communications (25%) 

Write clear and accurate customer communications including FAQs and email templates

Write internal talking points and other internal support materials to ensure consistent messaging regarding special offers, products, and more 

Assist in creating content marketing assets, using generative AI tools when appropriate 

Assist in executing digital marketing campaigns

Additional Responsibilities (5%)

Participate in cross-functional teams and special projects 

Bachelor's degree in marketing, communications, business, or related field

1-2 years of experience in marketing, communications, sales, or customer relations

Excellent written and verbal communication skills with experience speaking with the public

Strong analytical skills with the ability to translate data into actionable recommendations

Meticulous attention to detail, excellent organizational skills, and ability to manage multiple projects simultaneously

Customer-first mindset and strong interpersonal skills 

Proficiency with Microsoft Office suite (Excel, Word, PowerPoint, Outlook)

Proven track record of reliability and punctuality

Successful completion of ICLE's work sample assessment (details provided during interview process)

Experience with generative AI platforms 

Experience with Adobe Creative Suite

Familiarity with CRM software

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

The University of Michigan is an equal employment opportunity employer.