Senior Manager, Client Service Teams

Wilson Sonsini Goodrich & Rosati; Los Angeles (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

A leading law firm is seeking a Senior Client Service Manager in Los Angeles, California, to enhance client service excellence. This newly created role involves managing client relationships, developing strategies, and collaborating with various teams to ensure client satisfaction. The ideal candidate will have over 7 years of experience in a law firm and possess strong project management and communication skills. The firm offers a hybrid work schedule, allowing for both remote and in-office work.

Qualifications

• 7+ years of experience in a law firm or professional services.
• Strong relationship-building skills across all organizational levels.
• Proficient in MS Office including PowerPoint, Word, and Excel.

Responsibilities

• Lead and manage select clients with development of engagement goals.
• Analyze market research to identify trends and opportunities.
• Monitor client satisfaction and align with Firm offerings.

Skills

Client relationship management

Project management

Communication skills

Market analysis

Detail-oriented

Tools

Salesforce

MS Office

Job description

Overview

Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow exceptional opportunities for professional achievement and career growth.

The Senior Client Service Manager will play a key role in advancing the firm’s commitment to client service excellence. In this newly created position, you’ll support the Client Service and Client Feedback programs while helping shape other firmwide initiatives that strengthen client relationships.

This is an exciting newly created role within our Business Development team, offering the chance to shape and grow the position from the ground up. The individual in this role will have direct exposure to some of the firm’s fastest-growing companies and most established, long-standing clients.

You’ll collaborate across Business Development, Legal Project Management, Professional Development, and other administrative teams to develop and deliver strategies that make a tangible impact on how the firm partners with its clients. This role reports to the Client Service Program Lead.

This position is available as a hybrid work schedule.

Primary Areas of Responsibility

• Lead and manage select clients, including development of client plans, setting engagement and revenue goals, and tracking progress across service lines.
• Act as a connector across internal teams and client stakeholders to ensure seamless delivery of the Firm's capabilities.
• Analyze market and client research to identify opportunities from emerging trends, challenges, and legal needs within the various growth sectors.
• Map key decision-makers and influencers within target client organizations and support relationship development strategies with internal client teams.
• Build and maintain a strong personal network of senior-level client contacts to advance the Firm's positioning and objectives.
• Monitor client satisfaction and ensure ongoing alignment between client needs and Firm offerings.
• Work closely with the Events team to identify, evaluate, and coordinate firm participation in relevant conferences, panels, sponsorships, and networking.
• Track and report on metrics, client engagement activities, and revenue performance against plan, providing insights and recommendations for improvement.
• Champion knowledge-sharing initiatives within the firm related to CSP clients and sector trends, supporting training, client debriefs, and internal updates.
• Contribute to special projects and strategic initiatives as directed by various leadership stakeholders.
• Utilize 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.
• Advises on improvements to team operational processes to increase efficiency and enhance internal client service.

Desired Skills and Qualifications

• 7+ years of experience in related field, preferably in a law firm or professional services environment.
• 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.
• Must be 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.
• Ability to travel and attend key events and meetings on occasion.