Client Operations Engagement Manager

Fried Frank Business Services Opportunities•New York, NY

2d•Onsite

About The Position

The Client Operations Engagement Manager serves as the central coordinator for key client accounts, working closely with the Client Relationship and Supervising Partners to ensure seamless execution and delivery of legal services. Reporting to the primary Client Relationship Partner, this role is responsible for coordinating activities across partners, practice groups, and business services teams (including Finance, Marketing/Business Development, IT, and Innovation and Knowledge) to support the efficient and coordinated delivery of client work. The position is well-suited for a practicing or former attorney interested in transitioning into a client-facing operations role, leveraging their understanding of legal matters, client expectations, and law firm dynamics to drive consistency, responsiveness, and high-quality service delivery.

Requirements

4–7+ years of experience as a practicing attorney, or in a law firm, professional services, or other complex, client-facing environment involving coordination across multiple stakeholders
Demonstrated ability to manage competing priorities in a fast-paced, client-driven environment
Familiarity with how legal matters are staffed, managed, and delivered
Interest in transitioning into a client operations / coordination-focused role
Strong organizational and coordination skills across multiple stakeholders
Ability to navigate shifting priorities and deadlines in a fast-paced environment
Clear and professional communication with attorneys, clients, and business teams
Ability to operate effectively with senior stakeholders, including partners and client representatives
High attention to detail and follow-through
Sound judgment and discretion when handling sensitive information
Comfort working with data, reporting, and systems to support client service delivery

Nice To Haves

Juris Doctor (J.D.) strongly preferred. In lieu of a J.D., candidates should bring substantial experience in a law firm, professional services, or other complex, client-facing environment, demonstrating the ability to support sophisticated client engagements and work effectively with senior stakeholders.

Responsibilities

Serve as the primary point of coordination for designated client accounts, supporting the Client Relationship Partner in delivering responsive and consistent client service
Develop working relationships with client stakeholders to understand expectations and facilitate communication across teams
Coordinate responses to client requests, ensuring timely and accurate follow-through
Monitor client activity and proactively flag service issues or risks to the Client Relationship Partner
Work closely with the Client Relationship Partner to coordinate client account activities and ensure alignment across stakeholders
Coordinate across attorneys and business services teams (e.g., Finance, Marketing/Business Development, IT, Innovation and Knowledge) to support the efficient delivery of client work
Ensure alignment across multiple practice groups involved in the same client account
Facilitate the flow of information across teams to support ongoing matters and client needs
Maintain visibility into active matters and support real-time reporting and information sharing across client teams
Ensure accurate and timely entry and maintenance of client and matter data, including client interactions, in CRM and other systems
Coordinate the collection and organization of matter-related information for internal and client-facing use
Track and maintain client account activity and interactions to support visibility, reporting, and relationship management
Support compliance with client outside counsel guidelines by coordinating with attorneys and finance teams
Assist in ensuring timely and accurate billing, including tracking inventory and supporting collections follow-up
Help monitor matter budgets and escalate variances or issues as appropriate
Identify areas to improve coordination, communication, and workflow efficiency across client teams
Support implementation of tools and technologies, including Innovation/AI-enabled solutions, and knowledge, that enhance service delivery
Assist in preparing client-facing materials, including reports, presentations, and updates
Identify opportunities to improve coordination, communication, and workflow efficiency across client teams, including through the use of data and client feedback
Analyze client feedback and available data to identify trends and recommend improvements to service delivery and client experience
Collaborate closely with Marketing/Business Development to support execution of client development initiatives, with Marketing/Business Development retaining primary responsibility for strategy, positioning, and pitch leadership
Coordinate, in partnership with Marketing/Business Development, the inputs and logistics required for pitches, proposals, and client reporting across partners and internal teams
Support Marketing/Business Development in tracking client activity and follow-through on key initiatives