Client Services Manager

Fragomen•Irvine, CA

12d•$109,000 - $130,000•Hybrid

About The Position

Fragomen’s Client Services Manager works with a diverse peer group and leading immigration experts in a collegial, team-oriented environment. The role serves a range of clients, from Fortune 500 companies to start-ups, by managing client relationships and delivering strategic, high-quality immigration services. The position requires a consultative, client-first approach and the ability to manage people, projects, and programs while translating business intelligence, data, and knowledge into client solutions. Client Services Managers guide clients on global immigration strategies, service delivery, compliance, and risk. They use client data and business intelligence to inform operational solutions, support process improvement, and help clients optimize immigration policies and programs. The role also contributes to business development, training, knowledge management, and staff development, while ensuring adherence to firm standards and client requirements. The salary range for individuals able to work a hybrid schedule in the office locally is $109,000–$130,000. Compensation depends on factors including skills, experience, qualifications, work location and arrangement, licensure, certifications, and applicable laws. Offers and employment contracts are contingent on successful completion of pre-employment screening.

Requirements

At least eight years of experience in a senior-level capacity with an immigration law firm, corporate immigration function, or consulting firm.
Client-service mindset and comfort working in a fast-paced environment.
High emotional intelligence and 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 prose without grammatical mistakes and without AI engines.
Experience using computer systems, including MS 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, understand client businesses and cultures, facilitate communication, and ensure adherence to client timelines, protocols, and service-level agreements.
Use a client-first mindset to advance the objectives of clients’ businesses and immigration programs.
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 global legal strategies.
Advise clients on strategic service-delivery issues, immigration compliance, and risks.
Provide strategic guidance and analysis regarding business, hiring, mobility, and workforce trends.
Collaborate with clients and colleagues to develop innovative solutions to immigration challenges.
Play an active role in implementing and managing projects.
Use client data, business intelligence, and data analytics to develop business insights and client business and operational solutions.
Identify and develop business opportunities with new and existing clients.
Participate in business development through networking and formal RFP processes.
Submit articles for publication and speak at internal and external events.
Deliver firm knowledge resources and develop training plans and presentations on global immigration trends, country-specific updates, compliance obligations, and immigration systems for internal practice teams and clients.
Assist in developing training plans and presentations on immigration trends, updates, compliance obligations, and immigration systems.
Train new employees and directly or indirectly supervise staff, including mentoring, coaching, and performance management.
Ensure that self and team follow firm standards and policies to mitigate risk and maintain regulatory, operational, and client compliance, including completing mandatory training and following client protocols.