Client Relationship Manager

DescriptionGreenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for a Client Relationship Manager. 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, keeping Client Relationship Shareholders and attorneys client-facing, helping teams expand firm-wide client relationships, working with billing and relationship attorneys to develop and manage operational procedures of special client financial arrangements, and enabling an exceptional client experience.The Client Relationship Manager works closely with Shareholders and extended client service teams and collaborates across the Shared Services team 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, as needed. This position requires regular interaction with lawyers around the firm, attendance at firm and client meetings, periodic travel to client locations, and other travel and can be based in any GT office. Duties & Responsibilities Client Service responsibilities include: Supports and advises the Client Relationship Shareholder(s) in development and implementation of a client-centric, action-oriented client relationship development plan that pursues strategic priorities, identifies service opportunities, enhances diversity, equity, and inclusion, and fosters a trusted-advisor relationship Builds a deep understanding of the client’s business, industry, and competitive environment Develops relationships with the clients’ legal operations and other designated team members Manages reporting on clients’ diversity and inclusion requirements and programs Drives compliance with Clients’ Outside Counsel Guidelines Identifies opportunities to bring value-added services to clients 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, D&I, and other programs or communications of value to the client Financial responsibilities include: 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 input for plans and budgets related to prospective new matters, particularly where Alternative Fee Arrangements (non-hourly) are being proposed Coordinates client budget requests Collaborates with IT to develop various automated reports to increase efficiency Communication responsibilities include: Develops and provides regular client relationship 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 and maintains onboarding for new attorneys to the client team Leadership responsibilities include: Activates, organizes, and oversees coordination of supporting Shared Services teams to ensure transparency, effective knowledge-sharing, increased efficiencies, and to maximize the firm’s resources to the benefit of the Client Relationship Shareholders and the client Manages and mentors staff, as assigned, and oversees personnel issues, workload, and professional development of staff Serves as a role model, exhibiting the highest professional standards for internal and external client service Skills & Competencies Client-first, service-oriented mindset Self-starter, proactive problem-solver 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 Financial analysis and pricing skills 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 Minimum Qualifications & Prior Experience Bachelor’s degree from an accredited university required; Master’s degree (MBA, MA, MS, JD or other relevant graduate degree) preferred 10 years’ experience in legal project management, account management, and/or client support; Experience at a law firm or other high-pace professional services firm is preferred Greenberg Traurig is an Equal Opportunity Employer and 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. In support of our unwavering dedication to putting diversity, equity, and inclusion into action, GT participates in the Mansfield Rule Certification Program. This Program, which is administered by The Diversity Lab, aims to increase diverse representation in the legal industry. In July 2020, we achieved Mansfield Rule 3.0 Certification. A year later, in 2021, we achieved Mansfield 4.0 Certification Plus, meaning we went beyond the requirements of the original Mansfield program. Most recently, in 2022, GT gained Mansfield Rule 5.0 Certification Plus – again achieving the highest level of certification a law firm can obtain. GT is currently participating in the Mansfield Rule 6.0 Certification Program. 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