Client Relationship Manager

Dorchester Center, MA, United States

Greenberg Traurig, a global law firm, currently has an excellent opportunity for a Client Relationship Manager in our Atlanta, Austin, Boston, Chicago, Dallas, Houston, Miami, Philadelphia, or Washington, DC office. We offer competitive compensation and an excellent benefits package.

Position Summary

The Client Relationship 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. The Client Relationship Manager works closely with Shareholders and extended client service teams and collaborates across the firm operational departments to facilitate a seamless support model that strengthens trusted-advisor relationships with the firm's strategic clients.

The Client Relationship Manager serves as the hub of the account team for 2-4 client accounts, working with the Client Relationship Shareholder(s) to support strategic execution and liaising with the clients' legal operations teams and other key contacts.

This position requires regular interaction with lawyers around the firm, attendance at firm and client meetings, periodic travel to client locations, and other travel as needed.

Duties & Responsibilities

Client Service responsibilities include:

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 diversity, equity, and inclusion, 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.

Leads, 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 diversity and inclusion, 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, DE&I, 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 Alternative Fee Arrangements (non-hourly) are being utilized.

Leads onboarding of new attorneys to the client team.

Manages and mentors staff, as assigned, and oversee personnel issues, workload, and professional development of staff.

Serves as a role model, exhibiting the highest professional standards for internal and external client service.

Collaborates with other Client Relationship Managers in knowledge sharing and development of best practices.

Skills & Competencies

Candidates must possess the following skills and/or attributes: Client-first, service-oriented mindset

Self-starter, proactive problem-solver

Ability to manage multiple competing projects, tasks, and deliverables and prioritize based on client and Client Relationship Shareholder needs

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

Embrace diversity and inclusion

Ability to 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

Strong computer skills including advanced proficiency using Microsoft Office (Outlook, Word, Excel, and PowerPoint). One Note and Visio experience a plus. High degree of comfort using and learning new computer software.

Qualifications & Prior Experience Bachelor's degree from an accredited university required; Master's degree (MBA, MA, MS, JD or other relevant graduate degree) preferred.

Minimum of eight years relevant experience in marketing and business development at a law firm or other professional services firm, with proven experience supporting client relationships.

Greenberg Traurig is committed to diversity and inclusion in the workplace. Individuals seeking employment at Greenberg Traurig are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, disability, veteran status, or genetic information, among other protected bases.

Exemplifying our commitment to promoting inclusion and equity across our platform, the firm participates in the Mansfield Rule Certification Program (Mansfield). Mansfield, which is facilitated by The Diversity Lab, focuses on equal opportunity, fairness, and inclusivity. The Mansfield requirements are anchored in the consideration of expanded talent pools considered for select positions and open roles within the law firm and the implementation of and access to transparent processes. Utilizing the Mansfield framework, the firm's progress and outcomes are measured and documented through Mansfield Certification Plus Metrics. In 2023, GT achieved Mansfield 6.0 Certification Plus. We are excited about our ongoing participation in Mansfield given the program's alignment with the firm's commitment to opportunities for advancement that are inclusive for everyone. Providing your data during the application process helps us with achieving our goals and with meeting reporting/record-keeping obligations under federal and state law and other legal requirements. Providing your data is entirely voluntary and will not be considered in the hiring process or thereafter. Any information that you do provide will be treated confidentially.