Client Service and Legal Project Manager

Greenberg Traurig•Boston, MA

About The Position

The Client Service & Legal Project Manager acts as a liaison between assigned client(s) and internal teams, driving excellence by enhancing the client experience across all touchpoints within the firm. This role focuses on matter planning, budgeting, resource allocation, and client communication to enhance value, transparency, and predictability. The Client Service & Legal Project Manager collaborates with attorneys, practice groups, and business teams to drive excellent operational and strategic initiatives support.

Requirements

Client-focused mindset with a commitment to delivering exceptional service.
Strong organizational and analytical skills to manage multiple projects simultaneously.
Ability to manage multiple priorities and work collaboratively with cross-functional teams.
Familiarity with legal processes, terminology, and compliance requirements.
Proficiency in project management tools and methodologies.
Proficiency in project management tools (e.g., MS Project, Asana) and methodologies (Agile, Waterfall).
Ability to analyze and make recommendations to improve internal processes; define, document, and develop process flow
Demonstrates the ability to apply critical thinking to identify issues, analyze root causes, and develop effective, structured solutions in a timely manner.
Excellent communication and relationship-building abilities.
Ability to anticipate risks and implement mitigation strategies.
Financial acumen for budgeting, variance analysis, and alternative fee arrangements (AFAs).
Bachelor’s degree in business law, or related field; advanced degree or J.D. preferred.
Minimum 5 years of prior experience in legal operations, project management, or client service roles in a law firm, corporate legal department or other large complex organization setting is required.
Familiarity with legal technology platforms (e.g., eBilling, matter management systems).

Nice To Haves

Project Management Professional (PMP), Certified Legal Project Manager (CLPM), or Lean Six Sigma are highly desirable.

Responsibilities

Client Experience Management Serve as the primary point of contact for client inquiries, feedback, and escalations.
Monitor client interactions to ensure consistency and quality across all departments.
Coordinate with attorneys and practice groups to ensure client priorities are met.
Build strong relationships with client contacts to understand their needs and expectations.
Identify opportunities to streamline client service processes and enhance proficiency.
Collaborate with internal teams to implement best practices for client communication and engagement.
Train and monitor legal teams in client service standards and protocols.
Work closely with attorneys, practice groups, and business teams to align legal work with client expectations and strategic goals.
Legal Project Management Partner with attorneys to develop detailed plans for legal matters, including timelines, milestones, budgets, and resource requirements.
Ensure compliance with client guidelines and firm standards for matter management.
Serve as a liaison between attorneys and clients for project-related updates.
Develop and deliver status reports, dashboards, and post-matter reviews.
Ensure transparency and predictability in matter progress and costs.
Budgeting & Financial/Billing Management Oversee the intake of new matters to ensure timely and efficient set-up within firm systems and related platforms.
Prepare and track matter budgets, providing regular updates to attorneys and clients.
Monitor legal teams for adherence to client billing guidelines when opening new matters, processing client invoices, reviewing time entries for accuracy, and compliance with billing guidelines.
Assist attorneys with adjustments, write-offs, and billing inquiries.
Analyze variances and implement strategies to maintain financial discipline.
Support pricing teams in developing alternative fee arrangements (AFAs) and cost estimates.
Optimize workload distribution for efficiency, Risk Management Anticipate potential issues in legal matters and develop mitigation strategies in collaboration with General Counsel’s office.
Monitor budgets and progress against plans, proactively identifying risks and recommending corrective actions.
Ensure compliance with firm policies and client requirements.