Client Service Manager

Boston, MA | Direct Hire

Post Date: 06/23/2017 Job ID: 78860 Specialty: Sales & Marketing

A reputable law firm in Boston, MA is seeking a Client Service Manager to join their team. As the Client Service Manager, you will be responsible for driving client service initiatives across the firm. You will staff and support the firm’ s client service team and manage the client satisfaction program. Apply today!

Responsibilities for the Client Service Manager:
  • Manage the   client satisfaction survey process
  • Identify the clients and secure attorney permission
  • Draft all client outreach for attorneys and Managing Partner regarding the survey and process
  • Manage survey schedule and communicate schedule to participants
  • Receive, analyze and process all surveys upon completion and communicate lessons learned/next steps to relevant Division Heads, Section Managers and Relationship attorneys
  • Ensure action items are completed by relationship attorneys
  • Develop final presentation for Members to share results
  • Identify common themes/lesson learned and develop a training program for the attorneys
  • Support firm leadership’ s client satisfaction interview program
  • Work directly with the CMO and relevant Division Head to identify clients in each Section and prepare the DH for the interview
  • Provide company and individual background and coordinate closely with the relationship attorney and DH
  • Provide strategic support and staffing for client service teams
  • Work with the Division Heads and CMO launch new teams as necessary
  • Maintain and further develop the tracking of team progress and develop a meaningful report for Management
  • Develop a Client Service Training module which can be delivered to audiences across the firm – Practices, Sections, Geographies, Client Service Teams, Marketing and BD Team
  • Stay current with trends and bring new ideas to the firm in the area of client satisfaction
Requirements for the Client Service Manager:
  • Bachelor’ s degree required, MBA preferred
  • 5-8 years of experience within a law firm or professional services organization in the areas of Business Development or Client Satisfaction
  • Ability to actively participate in meetings with senior attorneys and exude confidence when serving as “ the voice of the client”
  • Experience in organizing and providing training programs
  • Familiarity with Thompson Reuters Business Development Premiere technology preferred
  • Experience with BTI Consulting survey process or other formalized client survey process preferred
  • Facility analyzing, working with and presenting data
  • Strong analytical abilities
  • Outstanding sense of customer service
  • Excellent computer skills, including proficiency in using Microsoft Word, Outlook, Excel and PowerPoint
  • Ability to quickly get up to speed and master new applications and software
  • Technology savvy with a strong knowledge working with Microsoft Office
  • Strong organizational skills with great attention to detail
  • Strong multi-tasking and prioritizing skills with the ability to meet deadlines
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with a customer service focus
  • Ability to work independently and as part of a team
  • Must be eligible to work in the U.S. without sponsorship                      
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