Client Operations & Strategic Growth Manager

Hogan Lovells•Washington DC, DC

2d•Onsite

About The Position

As a Client Operations & Strategic Growth Manager in the global Marketing and Business Development team, you will play a central role in that strategy. You will manage one of the firm’s most significant client relationships, helping to shape and drive our business development priorities. This role sits at the intersection of relationship management, operational excellence, and client service innovation - empowering our teams to deliver consistent, high-quality experiences while deepening client engagement. You will work alongside a highly collaborative global team that is recognized across the firm and by clients for its proactive, strategic approach to managing major accounts. You’ll partner closely with senior lawyers, sector leaders, and business services colleagues, and you will have opportunities to contribute to firmwide initiatives such as our key client program, relationship-driven business development efforts, and client feedback strategy.

Requirements

Strategically and commercially minded with the ability to translate emerging business issues and developments into opportunities to drive client growth.
Experience coordinating budgets for a multi‑matter portfolio and partnering with the Finance department.
Deep knowledge of law firm management metrics, and how day-to-day legal practice interacts with those metrics.
Familiarity with outside counsel guidelines and timekeeping standards that drive billing compliance.
Ability to troubleshoot and analyze data.
Pragmatic, diplomatic, and resourceful, with the ability to adapt quickly to different situations and personalities.
Ability to build strong relationships with all levels of lawyers and client contacts.
Confidence to pursue best practices and continuous improvement.
Strong organizational skills and an ability to prioritize and complete simultaneous projects with minimal supervision.
Experience working independently, as well as within cross-functional teams in a collaborative, professional environment.
Proactive and persistent in engaging busy stakeholders, with a strong commitment to following through on agreed goals and deadlines.
Excellent writing and presentation skills with an exacting attention to detail in all work product.
Seven (7)+ years of relevant experience required; Law firm of similar professional services experience preferred.
Account management / PMO experience, with advanced knowledge of project management methodology.
Experience of client-facing project management.
Experience with scoping, budgeting, project planning, workflow management, post-matter reviews.
Bachelor’s degree or equivalent experience in marketing, account management, or related field preferred.

Nice To Haves

Technical skills including advanced Excel, PowerBI (or comparable), HighQ Collaborate, and Smartsheet (or Planner) highly desirable.
Project management qualification is desirable.

Responsibilities

Manage the firm’s relationship with a major client in the financial services industry, acting as a key point of contact both internally within the firm and directly with the client.
Partner with internal stakeholders to develop, maintain, and execute a strategic client plan.
Identify opportunities to deepen the client relationship and propose creative, strategic approaches to expand engagements.
Serve as a central communicator for the Client team - sharing updates, guiding meetings, and organizing agendas, notes, and action items.
Plan and execute internal and external client meetings, client-facing events, CLE programs, sponsorships, and other initiatives that strengthen the client relationship.
Assist with panel management and formal and informal pitch opportunities, including preparing teams for pitch presentations and ensuring that pitch documents reflect key messages for developing the client relationship.
Support client service excellence through reporting, client feedback, and collaboration with internal teams on billing, guidelines, conflicts, and operational needs.
Partner with internal stakeholders to develop detailed plans for legal matters, including timelines, milestones, budgets, and resource requirements.
Track budgets including, but not limited to, deliverables, assumptions, generating reports, and escalating activities when there are material changes in scope or status.
Monitor internal teams for adherence to client billing guidelines when opening new matters, processing client invoices, reviewing time entries for accuracy, and compliance with billing guidelines.
Work with the client’s Billing department to ensure compliance, transparency, and predictability.
Ensure consistency across matters and proactively seek solutions for issues and improvements.
Oversee firm’s AI engagement with the client, including approval process for new tools, billing, notification and time-entry requirements, and internal licensing needs.
Communicate and train internal teams on applicable AI tools and track firm’s commitments around usage of AI.
Serve as primary point of contact internally for firm’s AI commitment, including tracking issues, identify resolutions and process improvements, and reporting.
Coordinate and monitor work on matters performed against specific fee arrangements with the client, including tracking work, ensuring it stays inside the scope, and coordinating supplemental bills / credits when work is outside the arrangement.
Centrally coordinate fee tracking across client projects to ensure compliance.
Engage with a core internal working group on pricing negotiation.
All members of the firm are expected to participate in our global Responsible Business program.