Client Operations Manager

Client Operations Project Manager

Location: Palo Alto, CA (Hybrid)

Salary: $140K $165K + Bonus

Growing Prestigious Law Firm seeks a Client Operations Project Manager to join their team!

Responsibilities:

• Serves as the primary point of contact and liaison for assigned partners, practice areas, their clients, and internal client administration and accounting teams, building strong, trust-based relationships, and ensuring clear, consistent communication.
• Condenses complex information into clear, actionable summaries and reports to support partner decision-making and to facilitate progress with the client accounting teams.
• Prepares and delivers regular updates and analysis on client onboarding, billing, collections, and financial performance.
• Proactively follows up with clients, partners, and internal teams to move matters forward, address outstanding issues, and ensure timely completion of all client accounting processes.
• Collaborates with clients and accounting teams to resolve invoice issues, including analyzing and reallocating charges to meet client requirements and budgets, ensuring prompt payment.
• Facilitates information needed for the e-billing team to submit bills electronically, track invoice status, and address rejections or deductions with billing and collections staff.
• Works alongside the Rates team to ensure successful timekeeper and rate submissions, monitors approvals, and resolves discrepancies.
• Facilitates billing for assigned partners and clients, preparing, reviewing, and editing invoices for accuracy and compliance.
• Identifies and addresses rejected or adjusted invoices, processes write-offs, and maintains current records for each client and matter.
• Tracks matter accruals against approved client budgets and alternative fee arrangements (AFAs) as needed to identify variances and profitability trends, and escalate potential issues early.
• Coordinates and monitors requests for new engagement letters, working with partners, clients, and the Office of General Counsel to ensure timely and accurate completion.
• Liaises with partners and relevant teams on the end-to-end process of new client and matter intake, coordinating with Client Accounting, Office of General Counsel, Conflicts, Engagement Letters/Outside Counsel Guidelines, Know Your Client (KYC), and other relevant departments.
• Acts as the central point of contact for all billing rate and pricing matters, including the development, implementation, and maintenance of standard and non-standard billing arrangements (e.g., alternative fee arrangements, special billing arrangements).
• Collaborates with partners, clients, and the Client Accounting team to deliver tailored pricing strategies and ensure rates are in accordance with client agreements and Outside Counsel Guidelines.
• Proactively reviews accounts receivable by tracking aged invoices and collaborating with partners, clients, and internal teams to accelerate collections and resolve outstanding issues.
• Monitors client collections year-round, tracking collection commitments, coordinating with partners and internal teams to implement targeted strategies, and driving efforts to ensure timely payments in line with firm financial objectives.
• Coordinates responses to client audit requests, gathering necessary documentation and facilitating communication between clients, partners, and internal teams.
• Identifies and implements process improvements to increase scalability, efficiency, and client service delivery.

Qualifications

• Bachelor's degree required; advanced degree or relevant certifications preferred.
• Minimum of five (5) years of law firm or professional services experience in client administration, billing, or related functions.
• Deep understanding of law firm client administration, including intake, billing, e-billing, conflicts, KYC, rates, pricing, and collections.
• Proficiency in relevant firm software (e.g., Outlook, Excel, Aderant Expert, iManage) and the ability to learn new systems quickly.