Client Engagement Manager

Mountain View or San Francisco, CA
Seattle, WA
New York, NY

Summary

Forward thinking Global Law Firm is seeking for a Client Engagement Manager. This position can be based in our Mountain View/San Francisco (CA), Seattle (WA) or New York (NY) office, with the ability to travel to various offices and event sites as needed.

Responsibilities

Reporting to the Senior Business Development Manager and working closely with other marketing functions, administrative departments, Practice Group Leaders and individual partners, the Client Engagement Manager is responsible for the successful design, development and execution of a robust client service program that integrates client feedback, client teams and client experience services. The Client Engagement Manager will analyze the firm’s client base and serve as point of contact for client relationship and engagement for attorneys and staff and strategize on optimal deployment of firm resources for the benefit of key relationships. Proactively identify clients for inclusion in the firm’s client feedback program and work with partners and firm leadership to initiate feedback through various mechanisms. The Client Engagement Manager will develop, monitor and report on Client Action Plans (CAPs) and related client development and retention activities, inspiring attorney and staff participation and measurable results. They will also develop client team structures that incentivize multi-practice collaboration and sustained efforts to optimize engagement with key clients, as well as design and implement tailored client team internal and external communication platforms.

Requirements

• Exemplary communication skills, both verbal and written.
• Strong customer service ethic and outstanding interpersonal skills; capable of working seamlessly and liaise across all levels of personnel, offices and practices.
• Possess a high degree of discretion and the ability to deal diplomatically with sensitive and confidential client feedback and service information.
• Detail-oriented with superior project management skills. Ability to prioritize ongoing tasks and projects, juggle multiple demands on a daily basis, complete multiple projects under tight deadlines, as well as manage expectations of attorneys in relation to these projects and deadlines.
• Good listener and strong analytical skills to convert client feedback (and resistance to that feedback) into positive change.
• Possess a strong business sense and understand what the client’s requests/requirements are from a product and service perspective. Advanced understanding of technology industries (software, mobile, life sciences, etc.) and legal services (venture capital, securities, IP litigation, etc.).
• Solid research capabilities, data collection and reporting skills to identify market drivers, issues and trends, as well as use of CRM tools to track and disseminate important relationships and touchpoints.
• Advanced MS Office suite skills (Excel, Word, Outlook, PowerPoint, SharePoint).
• Affinity for technology, both externally, that which is germane to our clients, as well as internally to support innovative marketing and business relations efforts.
• Strong problem-solving skills including the ability to anticipate problems as well as suggest and execute on solutions.
• Proactive and ability to work independently and in a team environment.
• Process a high degree of diplomacy, enthusiasm and perseverance (a sense of humor helps too).
• Flexibility to work evenings for client event coordination and special projects.

The qualified candidate will have 8+ years of business development or client account management experience within a legal or professional services firm. Proven track record of working directly with senior partners and C-Level professionals on business development or client account planning, execution and reporting. Bachelor’s degree required; JD or MBA preferred.