Client Experience & Value Manager - Atlanta, Washington, D. C. or Nashville

Baker Donelson•Atlanta, GA

16d

About The Position

Baker, Donelson, Bearman, Caldwell, & Berkowitz has an immediate opening for a Client Experience and Value Manager. This position may be based in the Firm’s Atlanta, Washington D.C., or Nashville office locations. The Client Experience and Value Manager is a member of the Client Experience and Value (CXV) Team and works to advance the Firm’s strategic goals focused on strengthening client relationships, boosting revenue, and creating, executing, and overseeing tailored solutions that enhance client value and engagement. The Client Experience and Value Manager supports key programs such as the Clients of Focus initiative (Key Clients and Growth Targets), Client Teams, and Client Feedback program.

Requirements

Position requires Bachelor’s degree and minimum of 7 years’ work experience in a similar role focused on client experience and/or key client and client team management.
Excellent verbal and written communication skills, capable of engaging effectively with attorneys, teammates, and administrative departments.
Ability to handle situations diplomatically and professionally.
Strong project and process management skills with the ability to prioritize and manage deliverables.
Flexibility and resilience in a demanding environment, with the ability to handle multiple time-sensitive deadlines.
Highly motivated, result-oriented, creative, and collaborative.
Exceptional organizational skills and attention to detail.
Ability to manage demands outside traditional business hours and maintain confidentiality.
Advanced proficiency in Microsoft Office Suite (Outlook, OneNote, Word, PowerPoint, Excel) and project management tools.
Working knowledge of Microsoft CoPilot.
Quick learner of new software applications and technologies.
Must provide minimum authorization to work in the United States.

Nice To Haves

Prior experience at a law firm is ideal but not required.

Responsibilities

Work with lead attorneys for select Key Clients on the ideation and execution of all client growth and relationship development activities, including client planning, pitches, RFPs, client visits/meetings, value-adds, events, company research, PR, and internal team coordination, including tracking action items and successes.
Provide coaching and resources to Business Development Managers on client growth efforts to ensure alignment in approach and support.
Produce high-quality, tailored case studies, one-pagers, talking points, and language for RFPs and pitches that highlight the Firm’s value, client successes, and commitment to CX.
Proactively identify cross-selling opportunities across Clients of Focus, including the development of target client lists and outreach/pitch strategies.
Work with the CXV Team and Data Reporting Team to create and maintain dashboards that measure client growth and CX data and performance.
Work with CXV Team to develop and maintain CX reference and training materials, including playbooks and toolkits, slide decks, website content, and BakerHub materials.
Provide suggestions on enhancements to the CXV Team’s processes and reporting mechanisms.
Stay updated on client experience, client service, and innovation developments within the legal industry and adjacent sectors, advising the CXV Team on relevant developments.
Review client feedback reports and incorporate trends into client growth and experience strategies.
Collaborate across business services departments to help streamline and enhance the Firm’s client-facing processes and enhance the client experience.
Oversee special projects and other duties as assigned.