Client Operations Project Manager

SK Battery America • Palo Alto, CA

1d

About The Position

The Client Operations Project Manager serves as a strategic partner and the primary point of contact for assigned partners, practice areas, their clients, and the firm’s client administration and accounting teams. This role is highly partner and client-facing and is responsible for actively engaging with partners, clients, and internal teams to facilitate day-to-day administrative operations and resolve complex issues related to client accounting procedures. The Client Operations Project Manager drives the client/matter lifecycle forward, facilitating processes such as new business intake, billing rates and special arrangements, RFPs, pricing, billing, e-billing, and collections. This includes proactively tracking and coordinating negotiation of client outside counsel guidelines, requests for new engagement letters, and client audit requests. The Client Operations Project Manager is expected to serve as the single point of contact for partners and drive client administration and accounting processes to completion by following up on outstanding items, breaking down and resolving issues, and ensuring that all stakeholders are kept informed and aligned. By alleviating administrative burdens and ensuring operational efficiency, this position enables partners to focus on client service and business development while maintaining compliance and supporting the firm’s financial performance.

Requirements

• Demonstrated ability to build and maintain trust-based relationships with partners and clients.
• Strong analytical, organizational, and project management skills.
• Excellent interpersonal, written, and verbal communication skills, with the ability to synthesize and present complex information clearly.
• Deep understanding of law firm client administration, including intake, billing, e-billing, conflicts, KYC, rates, pricing, and collections.
• Proficiency in relevant firm software (e.g., Outlook, Excel, Aderant Expert, iManage) and the ability to learn new systems quickly.
• Ability to handle multiple projects, shifting priorities, and meet deadlines in a fast-paced environment.
• Solutions-oriented critical thinker with a proactive approach to problem-solving and process improvement.
• High attention to detail, discretion, and professionalism in handling sensitive matters.
• Ability to work well independently as well as effectively within a team.
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs.
• Knowledge of and ability to administer Firm operations, policies, and procedures.
• Bachelor’s degree required; advanced degree or relevant certifications preferred.
• Minimum of five (5) years of law firm or professional services experience in client administration, billing, or related functions.

Responsibilities

• Serves as the primary point of contact and liaison for assigned partners, practice areas, their clients, and internal client administration and accounting teams, building strong, trust-based relationships, and ensuring clear, consistent communication.
• Condenses complex information into clear, actionable summaries and reports to support partner decision-making and to facilitate progress with the client accounting teams.
• Prepares and delivers regular updates and analysis on client onboarding, billing, collections, and financial performance.
• Provides guidance and support to partners and team members regarding client accounting processes, policies, and best practices.
• Proactively follows up with clients, partners, and internal teams to move matters forward, address outstanding issues, and ensure timely completion of all client accounting processes.
• Collaborates with clients and accounting teams to resolve invoice issues, including analyzing and reallocating charges to meet client requirements and budgets, ensuring prompt payment.
• Facilitates information needed for the e-billing team to submit bills electronically, track invoice status, and address rejections or deductions with billing and collections staff.
• Works alongside the Rates team to ensure successful timekeeper and rate submissions, monitors approvals, and resolves discrepancies.
• Facilitates billing for assigned partners and clients, preparing, reviewing, and editing invoices for accuracy and compliance.
• Identifies and addresses rejected or adjusted invoices, processes write-offs, and maintains current records for each client and matter.
• Coordinates and monitors requests for new engagement letters, working with partners, clients, and the Office of General Counsel to ensure timely and accurate completion.
• Liaises with Partners and relevant teams on the end-to-end process of new client and matter intake, coordinating with Client Accounting, Office of General Counsel, Conflicts, Engagement Letters/Outside Counsel Guidelines, Know Your Client (KYC), and other relevant departments.
• Coordinates information needed to ensure all onboarding activities comply with firm and client requirements, proactively addressing issues and facilitating timely matter openings.
• Acts as the central point of contact for all billing rate and pricing matters, including the development, implementation, and maintenance of standard and non-standard billing arrangements (e.g., alternative fee arrangements, special billing arrangements).
• Collaborates with partners, clients, and the Client Accounting team to deliver tailored pricing strategies and ensure rates are in accordance with client agreements and Outside Counsel Guidelines.
• Proactively reviews accounts receivable by tracking aged invoices and collaborating with partners, clients, and internal teams to accelerate collections and resolve outstanding issues.
• Monitors client collections year-round, tracking collection commitments, coordinating with partners and internal teams to implement targeted strategies, and driving efforts to ensure timely payments in line with firm financial objectives.
• Tracks and facilitates client outside counsel guidelines reviews, ensuring that all requirements are identified, communicated, and adhered to by relevant teams.
• Coordinates responses to client audit requests, gathering necessary documentation and facilitating communication between clients, partners, and internal teams.
• Actively seeks to enhance knowledge of all client accounting procedures and shares expertise to elevate the team's performance.
• Identifies and implements process improvements to increase scalability, efficiency, and client service delivery.
• Develops and maintains best practices for client operations, shares expertise across the department, and participates in strategic projects as directed by department leadership.
• Ensures compliance with firm operations, policies, and procedures.
• Handles sensitive matters with discretion and always maintains strict confidentiality.
• Performs other related duties as assigned.

Benefits

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level