Client Services Manager

Insight Global; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

A leading legal services firm in New York is seeking a Client Service Manager to support client service programs and enhance client relationships. This full-time position requires 5+ years of law firm experience, exemplary communication skills, and strong project management capabilities. The role involves data reporting, managing client feedback programs, and collaborating with various internal departments to ensure service excellence.

Qualifications

• 5+ years of experience in a law firm, preferably Big Law or mid-sized firms.
• Demonstrated ability to build strong working relationships across all levels.
• Ability to work both independently and collaboratively in hybrid environments.

Responsibilities

• Supports assigned Client Service Teams and facilitates team meetings.
• Leads data gathering and reporting tasks related to client relationships.
• Prepares reports and visual aids to communicate client feedback results.

Skills

5+ years of experience in a law firm

Exemplary communication skills

Detail-oriented

Strong project management skills

Proficient in MS Office

Self-motivated and positive attitude

Tools

Salesforce

Smartsheet

Job description

Base pay range

$120,000.00/yr - $150,000.00/yr

Required Skills & Experience

• 5+ years of experience in a law firm, preferably Big Law or mid-sized firms
• Demonstrated ability to build strong working relationships across all levels of the organization and work effectively both independently and with others in a cooperative, enthusiastic and friendly manner to accomplish position functions and participate in team efforts.
• Exemplary communication skills, both verbal and written.
• Extremely detail-oriented, with superior proofreading and fact-checking skills.
• Strong project management skills with the ability to manage multiple priorities/deadlines and stay productive in a fast-paced environment.
• Proficient in the use of MS Office, including PowerPoint, Word, and Excel.
• Aptitude for learning new software, systems, databases, and procedures quickly.
• Ability to work both independently and collaboratively in hybrid team environments.
• Self-motivated, positive attitude, and a deep curiosity about technology, life sciences, and the new energy economy.

Job Description

The Client Service Manager supports the firm’s Client Service program, Client Feedback program, and other internal and external client initiatives. The manager will work collaboratively with the Business Development, Legal Project Management, Professional Development, and other administrative departments throughout the firm to develop strategies and deliver programs that broaden and enrich client relationships in support of the firm’s commitment to client service excellence. This role reports to the Client Service Program Lead. Responsibilities include the below:

• Supports assigned, dedicated Client Service Teams, including facilitating team meetings, strategic planning, trainings, events, and other initiatives to deepen the client relationship.
• With the support of the Client Service Analyst, leads data gathering and reporting tasks, including monitoring client personnel changes, matter and financial reporting, public company filings, and external client news.
• Utilizes the firm’s Client Relationship Management platform, Salesforce, to provide and analyze key relationship insights to Client Service Teams.
• Supports the firm’s value reporting strategy in partnership with Finance, Innovation, and other administrative departments at the firm.
• Manages and drafts content for Client Service Insights newsletters.
• Assists the Client Service Program Lead with managing the Client Feedback Program, including tracking and analyzing trends in participation and key themes.
• Prepares written reports and develops visual aids to communicate client feedback results, key feedback themes, and client service trends.
• Develops and manages content calendar and logistics for Client Feedback Interviews.
• Compiles and analyzes data from various firm and external resources in preparation for internal pre-interview prep calls.
• With the support of the Client Service Analyst, develops and maintains Client Service Program resources on an ongoing basis and ensures that the CSP Salesforce Dashboard is up to date with these resources.
• Develops and presents content for meetings and trainings with attorneys and administrative departments related to Client Service Program initiatives.
• Updates, organizes and maintains projects in Smartsheet, the team’s project management software.
• Responds to inquiries from attorneys, and administrative departments, and assists with the resolution of issues, and/or forwards to the appropriate person for handling.
• Advises on improvements to team operational processes to increase efficiency and enhance internal client service.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Law Practice