Client Services Manager

Job Description

Job Description

Albert & Mackenzie is a well-established and expanding workers' compensation defense law firm with a strong presence across California. Proudly recognized as a Great Place to Work for six consecutive years (2021–2026), the firm has also earned multiple Best Places to Work awards.

Position Summary

The Client Service Manager supports the day‑to‑day execution of client service operations within Albert & Mackenzie's workers' compensation practice. This role serves as a liaison between external clients, internal departments, and firm attorneys to ensure all parties have the coordination, information, and resources needed to effectively manage service standards, client programs, and sustain strong client partnerships.

Key Responsibilities

Client Service & Coordination

• Serve as a day-to-day point of contact for clients and supporting ongoing communication and service needs
• Coordinate logistics for client meetings, litigation reviews, and educational trainings/webinars
• Track and manage action items, and follow-ups to ensure timely completion
• Support implementation and adherence to client service instructions and reporting requirements
• Act as a problem solver for any client service disruptions
• Focuses on building a relationship at every "touch-point"

Internal Liaison

• Act as a central point of contact for attorneys for client-related service needs and internal requests
• Coordinate with internal departments (billing, calendaring, HR, IT, operations) to resolve issues impacting service delivery
• Assist attorneys with administrative or operational needs tied to client expectations (reporting, presentations, data requests)

Project & Program Support

• Support execution of client-specific initiatives, including presentations, training, settlement days and process rollouts
• Assist in developing and maintaining client-facing materials such as reports, presentations, and status summaries
• Monitor progress of ongoing projects and ensure alignment with timelines and expectations

Service Oversight & Issue Resolution

• Identify service gaps, communication breakdowns, or operational inefficiencies – act as a problem solver - escalate as needed
• Proactively follow up on outstanding items to ensure resolution and client satisfaction
• Maintain visibility into client activity to support consistency in service delivery across attorneys and offices

Qualifications

• Bachelor's degree preferred
• 5+ years of experience in California workers' compensation, including firm operations, claims adjusting, or client services
• Highly organized with strong follow-up and project coordination skills
• Excellent communication skills with the ability to work across legal and operational teams
• Ability to manage multiple priorities in a deadline-driven environment
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint)
• Be willing to travel as needed for Conferences, claim reviews, networking events, etc

Location:

• Remote from California Optional, or
• In-office: Agoura Hills, Oxnard, Encino, Inland Empire, Orange County, Sacramento
• Travel is required

Salary

• $90,000-$115,000

Albert & Mackenzie ensures equal opportunity for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Full-time employees receive a competitive compensation package that features discretionary bonus opportunities and a comprehensive benefits program, including medical, vision, short-term and long-term disability, life insurance, a 401(k) retirement plan, paid time off, and optional dental coverage.

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