Senior Client Service Manager, Client Experience

Wilson Sonsini•San Diego, CA

2d•$147,050 - $220,800•Onsite

About The Position

Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,100 attorneys in 17 offices: 13 in the U.S., two in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow exceptional opportunities for professional achievement and career growth. Position Overview At Wilson Sonsini, we are committed to providing our clients with both exceptional legal counsel and a highly professional, responsive service experience. The Client Service team has a dedicated role in this mission by actively gathering client feedback and ensuring those insights lead to tangible improvements in how we work. We are 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. Reporting to the Director of Client Service, you will act as a primary architect of the client experience. Your role is to move beyond data collection, acting 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; a J.D., MBA, or PMP certification preferred.
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.

Responsibilities

With the Director of Client Service, 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. You will be responsible for deploying these 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.