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Posted On: 06.12.2017
Office: Boston, MA
The Client Service Manager (CSM) will be responsible for driving client service initiatives across the firm. Specifically, the CSM will staff and support the firm’s client service teams and manage the client satisfaction program including the BTI survey process and the leadership client interview program. The Manager will also be charged with identifying best practices and developing attorney training programs to further the firm’s commitment to delivering world-class client service and relationship management to our clients. This person will work closely with the Business Development team and attorneys in a collaborative way to facilitate on-going education, improved levels of client satisfaction and greater awareness of ways to exceed our client’s expectations across the firm. This position will report to our Chief Marketing Officer.
Manage the BTI client satisfaction survey process:
Identify the clients and secure attorney permission.
Draft all client outreach for attorneys and Managing Partner regarding the survey and process.
Manage survey schedule and communicate schedule to participants.
Receive, analyze and process all surveys upon completion and communicate lessons learned/next steps to relevant Division Heads, Section Managers and Relationship attorneys. Ensure action items are completed by relationship attorneys.
Work with BTI to develop final presentation for Members to share results.
Identify common themes/lesson learned and develop a training program for the attorneys.
Support firm leadership’s client satisfaction interview program:
Work directly with the CMO and relevant Division Head to identify clients in each Section and prepare the DH for the interview. Provide company and individual background and coordinate closely with the relationship attorney and DH.
Support and staff the firm’s client service teams:
Provide strategic support and staffing for client service teams.
Working with the Division Heads and CMO launch new teams as necessary.
Maintain and further develop the tracking of team progress and develop a meaningful report for Management.
Training and education:
Develop a Client Service Training module which can be delivered to audiences across the firm – Practices, Sections, Geographies, Client Service Teams, Marketing and BD Team.
Stay current with trends and bring new ideas to the firm in the area of client satisfaction.
Become the “go-to” resource for attorneys who have questions re: “how can I delight the client?”
Assume additional responsibilities as requested.
Bachelor’s degree required, MBA preferred.
5 - 8 years of experience within a law firm or professional services organization in the areas of Business Development or Client Satisfaction.
Ability to actively participate in meetings with senior attorneys and exude confidence when serving as “the voice of the client.”
Experience in organizing and providing training programs.
Familiarity with Thompson Reuters Business Development Premiere technology preferred.
Experience with BTI Consulting survey process or other formalized client survey process preferred.
Possess excellent verbal and written communication skills with an ability to influence others.
Ability to function in a fast-paced, service-oriented environment and prioritize multiple projects on a daily basis and adjust to shifting priorities.
Strong planning, project management and organizational skills.
Strong sense of urgency and a high-energy level.
Facility analyzing, working with and presenting data.
Ability to collaborate and gain the respect, trust and confidence of the Firm’s attorneys and professional staff.
Possess a “hands-on” tactical approach.
Creative and proactive approach to problem solving.
Facilitate teamwork and identify opportunities to develop new processes/infrastructure.
Demonstrated ability to grasp and implement new concepts quickly.
Strong analytical abilities, resourcefulness, and attention to detail.
Ability to work independently and as part of a team with a proactive and positive style that fosters collaborative working relationships.
Outstanding sense of customer service.
Deep personal commitment to integrity, excellent judgment and the highest standards of ethics.
Must display the highest level of diplomacy, tact and discretion, with comfort in handling and maintaining confidential information.
Excellent computer skills, including proficiency in using Microsoft Word, Outlook, Excel and PowerPoint. Ability to quickly get up to speed and master new applications and software is critical.