Client Manager ::

Position:

Client Manager


Location:

San Francisco or Palo Alto


Salary:

Commensurate with experience


Reports To:

Client Services Manager


Description:

In collaboration with the relationship and/or billing partner and other members of the legal and marketing teams, the Client Manager at Baker & McKenzie will support the retention and expansion of key client relationships including an assigned set of key client accounts.


Duties and Responsibilities:

Develop long-term plans and strategies for expanding key client targets (as assigned) by assessing and tracking client service needs, promoting cross-selling opportunities, conducting industry research and analysis and identifying client-service related activities.

Works as part of the team supporting client care activities. Provide day-to-day strategy and support to a number of client teams/client managers/coordinators as assigned in the following areas:

  • Facilitate client care visits and the collection of post matter reviews, solicit client feedback and testimonials; 
  • Development and/or review RFPs/RFIs/pitches/bids, including global/regional pricing arrangements for key clients as needed;
     
  • Work with Firm lawyers to identify, recommend and implement value-added services that may be of interest to the client, thereby enhancing   our relationship, including invitations to Firm-sponsored conferences/seminars, training sessions, Firm meetings, social/community service activities, extranets, matter management, etc.;
  • Identify areas for potential cross-servicing based on client needs, existing relationships, etc. and develop strategy for executing relevant concepts;
  • Develop in-depth relationship matrix and analyze key weakness in our relationship;
  • Create and maintain a comprehensive relationship overview for each relevant client, including deals/matter lists, impediments, etc, to enhance communication internally and to the client and store information on relevant Firm systems;
  • Analyze and recommend participation in civic presence, pro bono, charitable and networking opportunities to attorneys based on client interests and activities;
  • Monitor billing/collection/Standard Billing Arrangements (SBAs)/Standard Term of Engagements (STEs) for assigned clients; and
  • Serve as a liaison with other client service-related programs.

Work in conjunction with, and provide guidance and, oversight, to other marketing/business development staff in the region in their responsibilities as client service coordinators. 

Develop and maintain database of key client targets. 

Arrange and attend client team meetings, including those with the client where relevant and appropriate. 

Monitor client satisfaction in conjunction with the client coordinator (partner). 

Execute on long-term plans/strategy for relevant clients, implementing identified action items and monitoring activity of those assigned responsibility, working closely with relevant partners. 

Develop and implement policies, standards, procedures and templates related to client/business development, working with the Global Business Development team and the Regional Business Development/Marketing Management Team.


Requirements:

The qualified candidate will have a bachelor’s degree in business, marketing, communications, or a related field, a minimum of three years of experience in marketing, client relations or public relations, preferably in professional services, possess strong oral and written communication skills, have the ability to work cooperatively with staff and partners, have the ability to handle multiple projects and deadlines simultaneously, solid business acumen and analytical capacities, be knowledgeable of online services and the Internet and be proficient in Word, Excel and PowerPoint.


Schmidt Marketing has been retained to conduct this search. Interested and qualified candidates should e-mail their resume, in strictest confidence, to Gretchen Semler.