Client Relationship Manager with Corporate Law Firm Experience

CSC • Wilmington, NC

47d • Hybrid

About The Position

We are seeking a Client Relationship Manager to provide high-touch, concierge support to our most strategic and demanding client-large law firms that rely on our services to operate efficiently, securely, and successfully. This role requires a combination of excellent communication, client relationship management, and problem-solving skills. You will serve as a trusted advisor and the first line of support for key legal clients, ensuring their needs are met with urgency, accuracy, and professionalism. Strong market knowledge of working with high-pressure, fast-paced corporate deal transactions is a plus!

Requirements

• 3–5+ years of experience in customer service or account management, preferably in a B2B or professional services environment.
• Experience working with law firms, legal clients, or in a legal tech company is strongly preferred.
• Exceptional communication skills, both verbal and written, with a polished, professional demeanor.
• Ability to manage multiple high-priority tasks in a fast-paced environment.
• Strong technical aptitude with the ability to learn and support software platforms and tools.
• Problem-solving mindset with a client-first attitude.

Nice To Haves

• Familiarity with legal industry workflows, terminology, and systems (e.g., document management, billing, case management).
• CRM or support software experience (Salesforce, Zendesk, HubSpot, etc.).

Responsibilities

• Client Relationship Management: Serve as the primary point of contact for assigned large law firm accounts.
• Collaborate and assist in coordinating the client work among the client support team.
• Develop strong trusted relationships with legal administrators, attorneys, and CSC’s cross-functional teams.
• Understand each client’s business model, workflow, and service expectations to tailor support accordingly.
• High-touch personal presence with the client including regular phone calls and in-person client visits (as needed).
• Support & Issue Resolution: Respond to inquiries and manage service requests through phone, email, and chat with a sense of urgency and care, including entering orders into CSC’s systems.
• Own complex issues from start to finish, coordinating with internal departments (e.g., Technical Support, Product, Billing) to ensure timely resolution.
• Escalate critical client concerns appropriately while maintaining communication and managing expectations.
• Account Monitoring & Proactive Support: Monitor client activity and identify potential issues or areas for improvement before they impact the client.
• Provide proactive outreach, including usage reviews, system updates, and process enhancements.
• Assist with onboarding, product training, and best practice recommendations.
• Commercial mindset to help inform clients about other services that can help support their business needs.
• Documentation & Reporting: Maintain accurate records of client interactions, support tickets, and service milestones.
• Provide regular updates to account managers or client success teams on account health and risk indicators.

Benefits

• Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training
• An on-team mentor to provide additional day-to-day support during your onboarding
• Collaborative team environment
• Supportive leaders committed to your professional development and growth
• Complimentary access to Open Sesame, monthly job-related recurrent training, and more
• Flexibility for our employees by offering a hybrid work schedule
• A clear vision, mission and values centered around our promise to provide world-class service to our clients

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees