Senior Client Relationship Manager

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Senior Client Relationship Manager
Duties: Support and advise the Client Leads in the development and implementation of a client-centric, action-oriented client relationship development plan that pursues strategic priorities, identifies service opportunities, enhances diversity and inclusion, and fosters a trusted-advisor relationship. Build a deep understanding of the client’s business, industry, and competitive environment. Develop relationships with the clients’ legal operations and other designated team members. Manage to report on clients’ diversity and inclusion requirements and programs. Drive compliance with Clients’ Outside Counsel Guidelines. Identify opportunities to bring value-added services to clients including the use of Client Advantage. Champion and coordinate Client Feedback; work with Client Lead to address feedback received. Collaborate across Marketing to identify opportunities to enhance client experience through industry events, D&I, and other programs or communications of value to the client. Work in collaboration with finance and pricing teams to maximize the profitable revenue realized in the client relationship. Facilitate rate negotiations and analysis. Maximize billing realization by driving efficiency and troubleshooting. Track, understand, report key client account data. Develop and provide regular client relationship reporting focused on key metrics, strategic actions, impact, client satisfaction, etc. for both firm leadership and the client team. Build content and facilitate internal client account team meeting agenda and other communications. Ensure accurate and appropriate client relationship, experience and contact information is maintained firm systems. Develop, maintain onboarding for new attorneys to the client team. Activate, organize, oversee coordination of supporting Business Services teams to ensure transparency, effective knowledge-sharing, increased efficiencies, and to maximize the firm’s resources to the benefit of the Client Leads and the client. Manage and mentor staff, as assigned, and oversee personnel issues, workload and professional development of staff. Serve as a role model, exhibiting the highest professional standards for internal and external client service.

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