Morgan Lewis & Bockius LLP Senior Manager, Client Relations in New York, New York
Morgan, Lewis & Bockius LLP, one of the world's leading global law firms with more than 4,000 lawyers and staff in 31 offices, is seeking a Senior Manager, Client Relations to lead the firm's Client Alliance Program (CAP) and Client Feedback Program.
Reporting to the Director, Business Development Training & Coaching, and working closely with lawyers across the firm, the Senior Manager, Client Relations will be responsible for leading and driving the Client Alliance Program (CAP) and the Client Feedback Program forward from inception to completion. The CAP currently includes approximately three dozen client teams. The Senior Manager, Client Relations will regularly: examine the clients and team rosters to ensure that the right clients are part of the CAP, and the leaders and teams are effective; collaborate with the BD Manager supporting each team to confirm the teams are meeting regularly and are driving projects forward; monitor and measure the success of each team; and prepare regular reporting for the CAP leaders and firm management. The Senior Manager will also be responsible for thinking strategically how to improve the CAP, how to proactively drive forward the success of each team and help manage the complete client relationship lifecycle, including financial, process, and relationship management, from approval and planning to execution and tracking, and ensuring goals and client satisfaction are achieved on time. The Senior Manager will also be responsible for training and onboarding new leaders and team members. This position will require working collaboratively with all levels of staff and lawyers firmwide across practices and departments.
With respect to the Client Feedback Program, the Senior Manager, Client Relations will be responsible for proactively identifying the clients to participate in the program, preparing all communications associated with that participation, including, among other things, invitation to the program, interview questions, feedback reports and analysis, and report to firm management. The Senior Manager will also be responsible for developing action plans based off the feedback received and helping the client teams drive those forward to execution, as well as measuring progress and success associated with that feedback loop.
The ideal candidate will bring exceptional organizational skills, and a blend of project leadership, business analysis, executive communication, and process management to this role. Significant knowledge in account management from a legal perspective is imperative.
Although currently remote, upon reopening of the office, this position can be resident in any of our US locations with a hybrid in-office/remote working schedule.
Key responsibilities include:
Collaborates with the CAP teams and supporting BD manager, as well as the relationship partners, in the development, implementation, and achievement of the strategic client business plan to ensure objectives are met, and managing day-to-day operation of the client relationship through delegation and alignment of responsibilities.
Selects appropriate teams for CAP; sets program priorities ensuring alignment with firm strategies and industry initiatives, and proactively manages Business Development Managers in relation to driving CAP client engagement and activity by tracking and measuring progress.
Selects clients for the Client Feedback Program, establishes questions, prepares feedback summaries, develops and implements action plans, and tracks and reports on progress.
Effectively organizes information; prioritizes and manages multiple projects.
Analyzes financial reports to ensure compliance with the budget; seeks opportunities to improve efficiency and reduce expenses by streamlining operations.
Generates high quality work products in multiple formats (e.g., presentation slides, Excel project plans, Word documents).
Collaborates with cross-functional teams to accomplish multiple assignments and deliverables on an ongoing basis under very tight deadlines.
Creates and maintains tracking and reporting tools (e.g., spreadsheets, databases, and reports).
Oversight of client knowledge management.
Experience and qualifications:
Bachelor's degree, JD preferred; and ten (10) years of progressively responsible customer service and/or client relations experience with at least five (5) years of experience managing mid to large-scale projects; or an equivalent combination of education and experience.
Law firm or other professional services experience is preferred.
Demonstrated capacity to develop and implement strategic business plans.
Experience excelling in a highly matrixed work environment.
Strong interpersonal skills and ability to build relationships with a wide range of individuals with differing opinions and diverse personalities.
Excellent written and oral communication skills and effective presentation skills.
Results oriented with time management and organizational skills to prioritize work and handle multiple projects simultaneously in a fast-paced, constantly evolving environment.
Commitment to exceptional client service and dedication to high-quality work.
Ability to take initiative, anticipate needs, and exercise independent, sound judgment to influence decision-making and effectively interface with executive management.
Strong analytical and problem-solving skills; proactive self-starter; strategic thinker.
Ability to work independently as well as manage projects and assignments in a collaborative team environment.
Discretion in dealing with confidential information.
Proficiency with Microsoft Office, familiarity using a CRM system, and ability to adapt to new software programs.
Flexibility with working hours and business travel.
Qualified candidates must apply online by visiting our website at www.morganlewis.com and selecting "Careers."
Morgan, Lewis & Bockius LLP is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.
Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.
California Applicants: Pursuant to the California Consumer Privacy Act, the following link contains the Firm's California Consumer Privacy Act Privacy Notice for Candidates which explains the categories of personal information that we collect and the purposes for which we use such personal information.
Morgan Lewis & Bockius LLP is also an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If you are interested in applying for employment with Morgan Lewis and need special assistance or an accommodation to use our website or to apply for a position, please call or email the following contacts:
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Determination on requests for reasonable accommodation are made on a case-by-case basis.
Morgan Lewis is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.