As Director of Client Service Initiatives, Amber Bollman focuses her efforts on improving the experience of the firm’s clients at virtually every level and touch point. Working closely with lawyers and administrative teams, she strives to help deepen client relationships, ensuring that their voices are heard and amplified within our culture and day-to-day operations.
Ambers’ primary focus – to keep the perspective of clients top of mind – is a well-integrated component of the firm’s BT ValueWorks program, which includes a suite of pricing, process and technology solutions aimed at better aligning the firm’s service delivery with the needs of clients.
In addition to assessing client satisfaction through a variety of feedback initiatives, Amber assists in the development and execution of customized action plans to enhance the level of service being provided. She also works to implement firmwide best practices, identifying opportunities for our attorneys to better understand their clients, to be more effective advocates on their clients’ behalf and to add value to engagements large and small.
Amber has worked in a wide variety of business development and marketing roles for law firms for nearly the past decade. Having served in national and local leadership roles with the Legal Marketing Association (LMA), she has also written articles, recorded podcasts, moderated panels, and presented to law school classes on a variety topics, including client feedback, business development strategy and effective public relations.
Amber is a passionate believer that law firms must strive to reflect the diversity of their clients and communities. As such, she provides leadership to the firm’s LGBTQ employee resource group and diversity and inclusion efforts, working to shape an affirming and inclusive environment for attorneys and other administrative professionals. Outside the office, she is deeply involved with Lambda Legal’s Indiana Benefit, an annual fundraiser aimed at advancing the rights of the LGBTQ community and HIV-positive individuals through advocacy, education and public policy.
Before attending law school, Amber spent four years working as a newspaper reporter covering crime, the courts system and other breaking news in the Florida Panhandle. Most notably, she and other journalists from the Pensacola News Journal were named finalists for the 2005 Pulitzer Prize for Public Service as a result of their coverage of Hurricane Ivan and its devastating aftermath.
Professional and Community Involvement
Chair, Legal Marketing Association’s Indianapolis Steering Committee
Former member, LMA’s Education Advisory Council
Former member, LMA’s Editorial Board for its journal, Strategies
Co-chair, Barnes & Thornburg LGBTQ Employee Resource Group
Member, Barnes & Thornburg Diversity & Inclusion Committee
Co-chair, Lambda Legal Indiana Benefit