Client Relationship Manager

Berry, Appleman & Leiden•Richardson, TX

32d

About The Position

The Client Relationship Manager (CRM) is responsible for driving the client experience and day-to-day delivery of account management functions in collaboration with broader firm-wide resources. A CRM may support a single client or portfolio of clients in which they need to fully understand their client's business objectives, values, culture, performance metrics, competitive landscape, financial considerations, organizational structure and key contacts. A successful candidate will demonstrate a strong aptitude for developing and fostering relationships, while ensuring an exceptional experience, overall satisfaction and client retention.

Requirements

Bachelor's Degree required
3-5 years' relevant and/or industry experience
2+ years' indirect or direct supervisory experience
Must be proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Ability to thrive in a fast-paced environment
Values collaboration and teamwork
Accountable and proactive attitude
Ability to work independently
Strong project management skills and ability to handle multiple priorities in a fast-paced environment
Acute attention to detail
Exceptional organizational skills
Excellent communication skills; both written and verbal
Excellent relationship skills

Responsibilities

Client Experience (CX): Always thinking about how to elevate client experiences within respective accounts while leveraging firm wide best practices and strategies. Drives continuous improvement in how we serve our clients and their employees. Responsible for administering and maintaining client specific workshops, playbooks, culture decks, etc.
Program Delivery: Day to day oversight and pro-active management of client deliverables to ensure on-time delivery while mitigating potential issues. Ensure client needs are addressed through reporting. Coordinate and collaborate cross-functionally as needed. Ensure alignment on client-specific program processes, goals and objectives.
Issue Resolution: Responsible for working cross functionally to manage escalation resolution, including Root Cause analysis and messaging to client stakeholders.
Staffing & Resources: Regular review and monitoring of CR resourcing needs in support of accounts. Establish regular 1-on-1 meetings with direct reports. Responsible for performance management and feedback of direct reports and provide mentorship, professional growth and development opportunities. May assist in potential candidate interviews and new employee onboarding activities.
Stakeholder Engagement: Develops and fosters relationships with client stakeholders. Establish and drive client-centric service reviews to address areas such as forecasting, policy development, protocols, program and process improvements, customized communications, management reporting, transition project management, client satisfaction, and outsourced support. Prepare and participate in delivering annual and quarterly business reviews, as well as other presentations in alignment with client culture. Responsible for meeting agendas, recaps, action items, status calls, program forecasts, etc.
Status, SLA and Reporting: Monitor client satisfaction, SLAs and KPIs through dashboards and reporting. Liaise with Partners and Practice Support to ensure the legal team's performance metrics align to contractual obligations, SLAs, KPIs, and NPS goals, and deliver client presentations, specific dashboard read-outs and weekly status updates to Partners and client stakeholders.
Financials and Account Health: Responsible for out-of-scope pricing and project billing, and be a steward of margin optimization across accounts. Coordinate with cross-functional departments and Relationship Partners to monitor overall account health.
Project Management: Understand the project management lifecycle, identify new projects, and own overall delivery of projects, including creating project plans and driving timelines, updates to stakeholders, change management planning and risk management.
Knowledge/Training: Ensure client-specific needs and expectations are clear and communicated with account teams to enable training across departments.
Insights: Work with the legal team to identify information/insights on upcoming legislative and policy/process changes and flag these to the Client Relationship Director to determine plan to communicate to client stakeholders. Develop insights based on program model, service delivery, client culture, values, goals, objectives and priorities, and make strategic recommendations to drive programmatic improvements.
Technology: Identify improvement opportunities as it relates to the firm's technology used to enhance the client user experience and/or internal processing efficiencies. Oversee and coordinate technology enhancements on behalf of the client.
Growth: Ability to recognize growth opportunities, billable and non-billable, and present them to account leadership.
May include other job duties as assigned.
Ensure team is meeting deadlines
Identify team and individual objectives
Identify areas for creating efficiency and accuracy
Responsible for creating a positive work environment, executing performance management, conducting feedback sessions, and establishing goals for continuous improvement
Support an environment that fosters passion and teamwork
Provide training to new and existing client relationship staff, as needed