Senior Client Service Manager, Client Experience

Wilson Sonsini Goodrich & Rosati, Professional Corporation•Palo Alto, CA

7h•Onsite

About The Position

Wilson Sonsini is seeking a Senior Manager to support the execution of our feedback program(s) and to help ensure that our administrative processes remain aligned with the evolving needs of our clients. This role acts as a primary architect of the client experience, moving beyond data collection to act as the bridge between client sentiment and firm-wide evolution, driving change management and optimizing the onboarding lifecycle to ensure our service delivery is as agile as the innovators we represent.

Requirements

Minimum of 7+ years of experience in client experience (CX), legal operations, or professional services management.
Experience within an AmLaw 100 firm or a corporate legal department is highly preferred.
Experience managing direct reports and leading change management initiatives across multi-disciplinary administrative teams.
Bachelor’s degree is required.
Expert-level interviewing and presentation skills, with a proven ability to extract candid insights from executive-level stakeholders and influence internal partners.
Strong understanding of data analysis, CRM systems, and how to use qualitative data to drive process engineering.
Commitment to maintaining the confidentiality and ethical standards required within a premier global law firm.

Nice To Haves

A J.D., MBA, or PMP certification preferred.

Responsibilities

Assist in leading the firm’s feedback ecosystem, orchestrating the end-to-end client feedback lifecycle, conducting traditional qualitative interviews and overseeing sophisticated survey programs to capture a 360-degree view of the client experience.
Translate raw feedback and interview findings into actionable service improvement plans.
Deploy changes directly at the client level and across internal administrative departments.
Utilize client insights to refine and overhaul the onboarding process, ensuring that new engagements are structured for immediate administrative and operational success.
Partner with Finance, IT, Legal Project Management, and other administrative leads to break down silos and modify internal workflows that create friction for our clients.
Assist with reporting and presentations by integrating feedback data into reports and presentations that reflect client insights in addition to firmwide service improvements.
Respond to high-level inquiries from attorneys and administrative departments, resolving complex service delivery issues or navigating them to the appropriate lead for handling.
Continually advise on and implement improvements to team operational processes to increase efficiency and enhance the standard of internal client service.