Senior Client Account Manager

Watson Farley & Williams; England; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive benefits package

Wellbeing initiatives

Job summary

A leading international law firm in the UK is seeking a Senior Client Account Manager. This role focuses on driving a client-centric strategy by managing key accounts and embedding a culture of client feedback. Responsibilities include developing client toolkits, conducting onboarding, and leveraging data insights for strategic decisions. Ideal candidates will have proven experience in Key Account Management, preferably within professional services, and possess strong analytical and stakeholder management skills. A competitive benefits package is offered.

Qualifications

• Proven experience in Key Account Management within professional services, preferably law.
• Strong understanding of client data management and analytics.
• Commercial acumen linking data insights to strategy.

Responsibilities

• Develop and maintain a client toolkit for best practices.
• Conduct onboarding calls for new client relationships.
• Implement a culture of client feedback through surveys.

Skills

Key Account Management

Client data management

Analytics skills

Stakeholder management

Change management

Tools

CRM

Power BI

Job description

Senior Client Account Manager

The Senior Client Account Manager will lead the firm’s client‑centric strategy by driving the Key Account Management programme and embedding a culture of client listening and data‑driven decision‑making. This role ensures that client insights translate into actionable outcomes that strengthen relationships, improve profitability and support strategic growth across the firm.

Responsibilities

Client Experience and Engagement

• Develop and maintain a client toolkit (templates, playbooks, dashboards) to standardise best practices.
• Conduct client onboarding calls for new relationships, particularly for lateral partners, and ensure insights are shared with the relevant business team to support integration and business development.
• Implement and embed a culture of client feedback including structured satisfaction surveys and post‑matter reviews, ensuring feedback loops are established and maintained across the firm.
• Partner with the innovation team to develop solutions that enhance client experience and service delivery based on feedback and emerging needs.

Key Account Management

• Design, implement and scale the firm’s Key Account Management programme, ensuring alignment with sector and practice strategies.
• Develop and maintain strategic account plans for Key Accounts and other accounts, as agreed (strategic and growth clients), identifying cross‑selling and expansion opportunities.
• Collaborate with partners and client teams to embed client‑centric practices that deliver exceptional service and strengthen relationships.
• Drive pricing strategies aligned with client segmentation and profitability goals.
• Leverage client feedback insights (NPS, qualitative insights) to inform account planning, relationship strategy and service improvements.
• Embed and grow panel relationships, providing guidance and best practices to the client panel team.
• Upskill and educate BD and fee‑earner teams on KAM principles and tools.

Data Insights

• Oversee client data quality, structure and segmentation ensuring accuracy and usability for reporting and strategic decision making.
• Champion the use of CRM and Power BI tools to enhance visibility and enable data‑driven insights.
• Lead analysis of client profitability, collaboration and contribution metrics to refine segmentation, reduce tail clients and improve margins.
• Act as a strategic advisor to partners and senior leadership, influencing client development priorities and driving accountability for growth.
• Align client initiatives with firm‑wide sector strategies and innovation goals.

Qualifications

• Proven experience in Key Account Management within professional services (law firm experience preferred).
• Strong understanding of client data management, analytics, and Power BI tools.
• Commercial acumen with ability to link data insights to client strategy.
• Excellent stakeholder management and influencing skills.
• Ability to lead change and embed new processes across a global organisation.

Please note: We conduct thorough pre‑employment screening checks as part of our recruitment process.

What we can offer you

We offer a competitive benefits and wellbeing package for all employees.

Who we are

Watson Farley & Williams (WFW) is a sector‑focused international law firm with extensive expertise and industry insight across its core sectors of energy, infrastructure and transport. Through its network of 19 offices, the firm advises clients on complex, high‑value transactions and disputes – matters requiring precise legal execution and a nuanced understanding of global market dynamics.

Our culture is collaborative, inclusive and supportive, fostering growth and impact. Guided by our values –We are experts, We are united and We care – we deliver exceptional service through strong relationships and teamwork. We are committed to clear career paths, champion diversity and invest in our people so they can thrive.

Diversity and inclusion are integral to the firm’s strategy and underpin its efforts to attract and retain top talent. All employment decisions are made objectively, based on merit and ability and the firm is committed to inclusive and barrier‑free recruitment. As a Disability Confident employer, WFW welcomes adjustments for candidates with disabilities or long‑term health conditions and participates in the Disability Confident interview scheme. If you would like to apply through this scheme or require adjustments during any stage of the process, please contact [e-mail].

Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Legal, Strategy/Planning, and Business Development. Industries: Legal Services.