Client Manager

Position Summary

The Client Manager collaborates cross-functionally to implement best-practices in strategic account management, coordinates delivery of value-add services across operational teams, helps teams expand firm-wide client relationships, works with relationship attorneys to develop and manage client operational procedures and enables an exceptional client experience.

Key Responsibilities

• Supports and advises the Client Relationship Shareholder(s) in development and implementation of a client-centric, action-oriented relationship development plan that pursues strategic priorities, identifies service opportunities, facilitates cross-selling, enhances community development efforts, and fosters a trusted-advisor relationship
• Builds a deep understanding of the client’s business, industry, and competitive environment to identify areas of opportunity and collaboration
• Led, executes, and manages regular communication, calls, and meetings with the GT client team, including regular reporting focused on key metrics, strategic actions, impact, client satisfaction, etc. for both firm leadership and the client team
• Builds content and facilitates internal client account team meeting agenda and other communications
• Ensures accurate and appropriate client relationship, experience and contact information is maintained in firm systems
• Develops relationships with the clients’ legal operations, in-house lawyers, and other designated team members
• Manages client-facing reporting on client programs, including community engagement, continuing legal education, secondments, and ESG
• Champions and coordinates Client Feedback; works with Client Relationship Shareholder(s) to address feedback received
• Collaborates across Marketing to identify opportunities to enhance client experience through industry events and other programs or communications of value to the client
• Coordinates with billing team to assure billing arrangements are set up properly and follow client’s Outside Counsel Guidelines, including rate sets, new timekeeper rate approvals, fixed fee billing processes
• Coordinates with pricing team to provide detailed RFP pricing input, matter plans and budgets particularly where client rate agreements or Alternative Fee Arrangements (non-hourly) are being utilized
• Leads onboarding of new attorneys to the client team
• Serves as a role model, exhibiting the highest professional standards for internal and external client service
• Collaborates with other Client Relationship Managers on the team and industry marketers in knowledge sharing and development of best practices

Qualifications

• Client-first, service-oriented mindset
• Self-starter, proactive problem-solver
• Strong organizational and project management skills
• Proficient in budgeting, reporting and application of financial metrics
• Exceptional communication skills, both oral and written
• Ability to foster connections between and among diverse sets of clients and contacts
• Operate effectively in a hybrid work environment
• Adapt to a changing environment
• Strong business/commercial acumen
• Ability to learn quickly, work independently, and meet tight deadlines
• Deep understanding of the legal services industry

Skills & Competencies

• Advanced proficiency using Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• One Note and Visio experience a plus
• Strong computer skills
• Strong organizational and project management skills
• Exceptional communication skills, both oral and written
• Ability to foster connections between and among diverse sets of clients and contacts
• Adapt to a changing environment
• Strong business/commercial acumen
• Ability to learn quickly, work independently, and meet tight deadlines
• Deep understanding of the legal services industry

Expected Pay Range

• CHI: $127,000 to $145,000 per year
• BOS: $137,500 to $152,600 per year