Client Operations Manager

Client Operations Manager

The Client Operations Manager plays a vital role in supporting key client relationships in collaboration with partners and multidisciplinary teams to advance client service standards and financial objectives.

This highly collaborative role will partner with attorneys, key clients, and administrative teams to develop and execute legal operations strategies that enhance client relationships and drive profitability. The Client Operations Manager oversees multi-million dollar client portfolios, implements alternative fee arrangements, and leverages legal project management tools to build efficient, cohesive teams. This role demands a strategic mindset to evaluate financial terms, propose adjustments, and ensure alignment with both client and firm goals.

Key Responsibilities:

• Manage and track multi-million dollar portfolio arrangements and client engagements.
• Oversee progress against budgets, identify potential issues such as budget overruns or scope changes, and develop client communication strategies to ensure transparency and minimize write-downs.
• Facilitate internal and external communication regarding financial arrangements, budgets, and billing processes.
• Assess time entries and invoices to ensure compliance with firm and client billing guidelines and strategize corrections if necessary.
• Conduct annual or more frequent reviews of client engagements to ensure pricing and billing arrangements meet client and firm goals; suggest and implement modifications.
• Collaborate with financial reporting and analytics teams to analyze matter performance and conduct debrief sessions to capture lessons learned.

• Partner with attorneys and billing teams to establish and manage end-to-end processes for client engagements.
• Coordinate and direct administrative staff supporting matter opening, billing, reporting, case management tracking, process improvements, and technology enhancements.
• Define and oversee data capture processes on client engagements to enable actionable reporting and accurate billing in compliance with guidelines.
• Understand and implement client-required billing and matter management solutions, liaising with client legal and operations professionals to align firm processes.
• Ensure accurate capture of client engagement terms related to scope, timekeeper rates, and fee/billing arrangements in matter opening and billing systems; oversee periodic audits.

• Develop and participate in frequent internal communications among those managing portfolio AFAs and matters to ensure coordination and clear understanding of client expectations.
• Draft and coordinate communication plans between the firm and clients regarding matter status, scope changes, and significant developments.
• Prepare for and attend client meetings, including discussions on process improvements and budget negotiations.
• Develop trainings and protocols related to client operations team development and management; deliver training in effective formats such as live or on-demand sessions.

Qualifications:

Education: Bachelor's degree required.

Experience: Minimum of 5 years of experience managing projects or processes required, preferably in a law firm, professional services, or other client relationship-based organization. Knowledge of Microsoft Office required.

Other Qualifications: Flexibility to travel and compliance with Firm in-office policy are required. Availability and willingness to work long hours as needed to meet critical deadlines. Proficiency with Microsoft Office Suite applications. Strong commitment to client service excellence and teamwork. Must possess the highest standards of ethical conduct and professionalism. Must act as catalyst for change, drive and own results. Creative and innovative, with strong leadership, time management and organizational skills. Excellent communication skills (oral, written and listening) and ability to collaborate effectively with professionals at all levels and across departments, teams/practices and offices. Sound judgment and flexibility. Ability to work well under pressure, patience, diplomacy, high stress tolerance, excellent interpersonal communication skills, ability to prioritize workload and adapt to changing conditions. Visual acuity needed to process and read extensive written communications. Ability to receive and convey detailed information through oral communication. Essential competency processes include language ability, reasoning and memory. To perform this job successfully, the incumbent must possess the abilities or aptitudes to proficiently perform each of the responsibilities and accountabilities described above, with or without reasonable accommodation.