Client Service Manager

Fragomen•San Francisco, CA

5d•$109,000 - $130,000•Hybrid

About The Position

Fragomen’s Client Services Manager works in a collegial, team-oriented environment focused exclusively on immigration, alongside industry experts and a diverse peer group. The role manages client relationships and delivers strategic, high-quality immigration services to clients ranging from Fortune 500 companies to start-ups. It combines people, project, and program management with the ability to turn business intelligence, data, and knowledge into client solutions. The Client Services Manager takes a consultative, client-first approach to service delivery, immigration program management, legal strategy, compliance, and risk. The position also supports business development and account growth, provides training and knowledge resources, and leads and develops team members. The role is described as hybrid for the stated salary range.

Requirements

At least eight years of experience in a senior-level capacity with an immigration law firm, corporate immigration function, or consulting firm.
A client-service mindset and comfort working in a fast-paced environment.
High emotional intelligence and the ability to translate complex subject matter into actionable solutions.
Ability to multitask, identify issues, pay attention to detail, and exercise good judgment.
Excellent written and verbal communication skills, including proofreading documents and drafting fluent, grammatically correct prose without AI engines.
Experience using computer systems, including Microsoft Word and Excel.
Ability to inspire, motivate, and lead direct reports and other team members.

Nice To Haves

MBA or JD.
Management experience.

Responsibilities

Manage overall client relationships, including understanding clients’ businesses and cultures, facilitating communication, and ensuring adherence to client timelines, protocols, and service-level agreements.
Drive client business and immigration program objectives with a client-first mindset.
Proactively address client escalations, lead high-touch calls, and provide accurate and relevant client reporting.
Guide clients in improving and optimizing immigration policies and programs.
Identify opportunities for business process efficiencies.
Facilitate communication and engagement between clients and practice teams.
Partner with clients to develop and execute legal strategies globally.
Advise clients on strategic service delivery issues, immigration compliance, and risks.
Provide strategic guidance and analysis on business, hiring, mobility, and workforce trends.
Collaborate with clients and colleagues to develop innovative solutions to immigration challenges.
Play an active, central role in implementing and managing projects.
Use client data, business intelligence, and data analytics to provide business insights and develop business and operational solutions.
Identify and develop business opportunities with new and existing clients.
Participate in business development through networking and formal requests for proposals.
Submit articles for publication and speak at internal and external events.
Use firm knowledge resources to develop training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
Ensure that self and team follow documented firm standards and policies to mitigate risk and maintain regulatory, operational, and client compliance, including completing mandatory training and following client protocols.